ComplaintsforPower Homeschool LLC

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/7/23: Tutor Mode disappeared unannounced, along with many kiddos class progress. These are phrases written by ***** ********, owner of PHS, putting down the curriculum mode we had been repeatedly advised to use from 2020 until 4/4/23. These were posted on their Official Facebook Group and later deleted: 1.) Tutor Mode is not a way to help students learn. 2.) It was CREATED to supplement face to face instruction at public school. (Why was it offered to us homeschoolers? Why were we advised to use it? Why did we have access to it?) 3.) In Tutoring Mode, the student misses almost half of the instructional features of ******* while gaining nothing. (******* is accredited. PHS isn't). 4.) Any parent that was using Power Home School in the Tutoring Mode for Teaching their children was making a huge mistake. (Why?) 5.) Under our terms and conditions, this is a form of cheating, and I am looking to see which students should be permanently expelled from our programs... (PHS isn't a school. It was a curriculum to be used as parents saw fit. Cheating doesn't exist in non-accredited setting) We had been led to believe, by PHS staff, that Tutor Mode was just as complete (if not more so!) than Teaching Mode. We were advised to use Tutor Mode for primary use of instruction because we require mastery before continuing coursework. Teaching Mode threshold is 70%. Not acceptable. We were advised to use Tutor Mode when switching class difficulty. This is the reason why WE lost progress. We had several classes that weren't done sequentially, even though all steps had been completed. After parent upset, PHS decided on 4/14/23 (1 week after not giving parents the tools to homeschool) to reinstate Tutor Mode temporarily to help kids finish their current course load. Instead of reinstating, I have asked PHS to explain why should we want to continue after owner told us that Tutor Mode has NEVER BEEN GOOD ENOUGH. No response after 3+ weeks. Seeking full refund for deception.

  Business response

  05/17/2023

  BBB,

  Thank you for the opportunity to provide a response regarding the services provided by Power Homeschool.

  The customer's statement mentions dissatisfaction with the removal of Tutoring Mode.  As of 8/11/2022, Power Homeschool published a notice on its web site informing parents that "tutoring mode is no longer supported by Power Homeschool."  This notice was provided to parents through chat, phone, and email support since this mode does not provide the necessary rigor for transferring back to public or accredited private schools.Since each subscription is month to month (*******************************************), the customer could have canceled any time but they continued to use the program extensively.  On 4/7/2023, students who were still left in tutoring mode were automatically switched into teaching mode as part of our efforts to provide a more comprehensive and rigorous educational experience.  None of the work completed by students has been deleted, and all completed lessons, problems solved, and interactions within the system are logged and can be accessed through the parent interface in the form of reports.  Students can repeat lesson problems and exams by using the "Retake for Credit" feature to earn a higher grade.  On 4/11/2023, our customer support team offered the option to parents that they could reinstate Tutoring Mode for their students if needed but the customer has not accepted this offer.  Considering the fact that this customer used our service extensively and that they agreed the Terms and Conditions (*****************************************************) which state that "Payments made prior to the time of cancellation are non-refundable," we feel that we have done everything responsibly possible to help this customer.  Customers can cancel at any time, but we do not feel that refunding service that was provided and used as agreed is a reasonable request in this case.
  Please let us know if you need any further information.  Thank you,  Power Homeschool Support Team

  Customer response

  05/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]  
  Complaint: ********
  I am rejecting this response because: Their response does NOT address my concerns and complaint.  
  According to the owner’s post on the Official Power Homeschool Facebook Group Page on April 7th, 2023 
  (I have submitted screenshots of this): 
  “Tutor Mode is not a way to help students learn”.   
  “It was created to supplement face to face instruction at public school”. 
  “In Tutoring Mode, the student misses almost half of the instructional features of ******* while gaining nothing”.  
  “Any parent that was using Power Home School in the Tutoring mode for Teaching their children was making a huge mistake”.   
  “Under our terms and conditions, this is a form of cheating, and I am looking to see which students should be permanently expelled from our programs”...  
  Owner, ***** ********, and Power Homeschool representatives clearly state over and over after April 7th, 2023 that we were making a mistake by using Tutor Mode. If this is how Power Homeschool feels about Tutor Mode, WHY were we advised repeatedly to use it as homeschoolers from June 27, 2020 until it was taken offline –without notice- on April 7, 2023? Why were we EVER given access to Tutor Mode as homeschoolers if it was solely created to supplement Public School and not to be used as a full homeschool curriculum? 
  Power Homeschool’s response to my complaint was solely in regards to the (lack of) notification received by us (and thousands of other parents). I refute their answer as well and this is why:   
  As late as April 4th, 2023 **** **** (Power Homeschool Official Facebook Page - moderator) was actively advising homeschool parents to use Tutor Mode.  (I have submitted dated screenshots of this). Why would she do this, if Power Homeschool had ever alerted parents that Tutor Modes sole purpose was to supplement face to face instruction at public schools?  
  I recall having spoken to a representative at Power Homeschool well after 8/11/23 in regards to how to proceed with coursework since our child gravitated from Honors Physics to General Physics and we were instructed to compare syllabus and choose the appropriate corresponding step while continue to use Tutor Mode. Only caveat would be that we wouldn't be able to print certificate of completion since not all steps would have been completed in solely 1 class. My child had been doing all the pertinent "steps" but part were in the Honors class and the subsequent ones were at a General level. Regardless, we do not need certificate of completion in the state of Florida so this was a non-issue. 
  Power Homeschool NEVER notified us that Tutor Mode would be discontinued. I did not receive a "chat, phone call, email” (or snail mail) alerting us of this change. If the company keeps recordings of conversations had with its users; I would love to see the chat (including my IP Information), hear the recording of them talking to ME, or see any real proof that it was ever communicated to me that Tutor Mode (which they now say has never been "good enough”) was being phased out. 
  We used the Power Homeschool website and app on an almost daily / weekday basis and not once did we see any information pertaining Tutor Mode being phased out either. If we ever had, we would have adjusted our homeschool accordingly! We stopped using Power Homeschool altogether when owner of the company stated that “Any parent that was using Power Home School in the Tutoring mode for Teaching their children was making a huge mistake”. Up until April 7th, 2023 we had been deceived into believing Power Homechool’s Tutor Mode was the truly complete homeschool curriculum program we had seeked. 
  We found out Tutor Mode had been disabled on April 7th, 2023 when we didn't have access to the current "steps" our kids' were in. This is also the day ***** ********, owner, posted rants on the Power Homeschool Official Facebook Page (screenshots were submitted with original complaint). Not once did he post a screenshot of said "notice" alerting us that Tutor Mode was to be discontinued. If Power Homeschool had in fact ever made such declaration, ***** ******** Facebook posts would have not been rants and would have been more in tune with: we are sorry you have been caught off guard but on such and such a date, such a notice went out. We apologize for any inconvenience and look forward to working together to ensuring an easier transition.... NO NOTICE WAS EVER GIVEN TO US (or thousands of other Power Homeschool parents) 
  On 11 Apr 2023, 3:58 PM  
  Chat # 22082  
  Attended By: ***** **
  When inquiring through chat on their website why we had not received notification regarding the elimination of Tutor Mode, I was told that: "There was a notice on August 22, 2022 that Power Homeschool was no longer supporting the Tutoring Mode. If you go to the 'What's New' tab in your parent account and scroll back to that date, you can find it. Since that date, we took any information about it off our website and haven't advertised it since". 
  On that day, April 11th, 2023 I purposely went searching for said "notice" under the parent and student account app and the website. Even looking for it, I could not find it. I just went back in to the page (May 18th, 2023) and am attaching a screenshot of the page ***** * referenced on April 11. To this day, you will see that there is NO NEW NEWS after March 22nd, 2022 and zero mention of phasing out/eliminating Tutor mode made. NO NOTICE WAS EVER GIVEN. (And if they did post it somewhere in the website and I can’t find it, even knowing it should be there.... How effective is that?) 
  At the bottom of the page ********************************
  Clicked: What’s New? It opens: ********************************************************
  If parents had truly been aware, there would not have been thousand of parents upset about the change. The elimination of Tutor Mode was such a surprise that companies like ********* and ********* (among others) offered Power Homeschool Parents special incentives to transfer over the days and weeks following Tutor Mode fiasco. 
  Examples of what others companies did because so many were outraged about the "Tutor Mode” situation. 
  *********: The Power Homeschool Transfer Program is a 2-month program with unlimited access to all of our courses, access to our Virtual Campus that has live teaching support, student activities and events, parent support, and much more for a flat price of $40 per student. (We drastically discounted this price to accommodate your situation better.) *********************************************  
   ********* Academy giving special Power Homeschool Transfer live presentation (3.6K views) on April 8th, 2023 after Tutor Mode fiasco. *****************************************************************************************
  ********* states they had: we had 2,234 memberships, PHS Transfers and assessment request forms, 1,822 new students, 3,185 messages, and manually added 1,683 new Courseware courses since April 8, 2023. ***************************************************************
  ********* gave a promo code *************** for Power Homeschool users. Gives you the $1.99 30 day trial, and makes the program $23.96/mo until cancelled. (They also said they could honor the code if you cancel in Summer and continue in the Fall). Curriculum Transfer Support Webinar (4.5k views) on April 14th, 2023. *****************************************************************
  Power Homeschool again stated in correspondence through BBB that "this mode does not provide the necessary rigor for transferring back to public or accredited private schools". 
  My claim continues to stand. According to Power Homeschool: My kids NEVER got the education I was promised from June 27, 2020 - April 7, 2023. 
  Regards, 
  ****** ******
  PS: PHS states that on 4/11/2023: our customer support team offered the option to parents that they could reinstate Tutoring Mode for their students if needed but the customer has not accepted this offer.   
  We were offered to continue using Tutor Mode (which they believe is not good enough) 7 DAYS after it had been removed from the system. On 4/14/2023 at 11.00 AM, (this was sent in email form, which I have previously submitted to the BBB as evidence). 
  We did not accept their offer because: WHY WOULD ANY PARENT IN THEIR RIGHT MIND CONTINUE USING A PRODUCT THAT THE OWNER OF THE COMPANY STATES HAS NEVER BEEN GOOD ENOUGH AND THAT IT IS SOLELY MEANT TO BE USED A SUPPLEMENT FOR PUBLIC SCHOOL STUDENTS?  We stopped using their service immediately on April 7th, 2023 as soon as ***** ******** posts went live. 

  Business response

  05/25/2023

  BBB,  Thank you for the opportunity to provide a response regarding the services provided by Power Homeschool.  The customer's statement mentions dissatisfaction with the removal of Tutoring Mode.  As of 8/11/2022, Power Homeschool published a notice on its web site informing parents that "tutoring mode is no longer supported by Power Homeschool."  This notice was provided to parents through chat, phone, and email support since this mode does not provide the necessary rigor for transferring back to public or accredited private schools.Since each subscription is month to month (********************************************, the customer could have canceled any time but they continued to use the program extensively.On 4/7/2023, students who were still left in tutoring mode were automatically switched into teaching mode as part of our efforts to provide a more comprehensive and rigorous educational experience.  None of the work completed by students has been deleted, and all completed lessons, problems solved, and interactions within the system are logged and can be accessed through the parent interface in the form of reports.  Students can repeat lesson problems and exams by using the "Retake for Credit" feature.  Students also have the option to rewatch lesson videos. On 4/11/2023, our customer support team offered the option to parents that they could reinstate Tutoring Mode for their students if needed but the customer has not accepted this offer.  Considering the fact that this customer used our service extensively and that they agreed the Terms and Conditions (*****************************************************) which state that "Payments made prior to the time of cancellation are non-refundable," we feel that we have done everything responsibly possible to help this customer.  Customers can cancel at any time, but we do not feel that refunding service that was provided and used as agreed is a reasonable request in this case. Please let us know if you need any further information. Thank you, Power Homeschool Support Team

  Customer response

  05/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because: this business has literally responded by copy/pasting their previous response instead of actually responding to my concerns and complaint. It is very concerning that Power Homeschool is not addressing the public remarks made by the owner, ***** ********, in regards to their Tutor Mode curriculum which was offered to is, homeschoolers, but was (according to the owner) incomplete and solely intended as a supplement to public school students.We stopped using the program AS SOON AS we read what ***** ******** wrote about the program and did not continue -a week later (April 14)- when they offered tutor mode since they claim the curriculum is not rigorous enough. I truly wish Power Homeschool would actually address my previous letters because they have turned our world upside down.  Regards,  ****** ******

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  With two months left in the school year, Power HS decided to change the features that customers signed up for. I never received notice of this. I have been trying to do this as cordially as possible, so their company is not hit with additional chargeback fees by me filing a bank claim. But, now, they've quit responding to emails entirely. I was told that we would get 3 months refunded, they have refunded one. Per them, it was stated online that customers would get three months refunded, and our account would be blocked. I expect refunds for the other two months to be processed. Their behavior is inexcusable. They've also threatened students, and families with expulsion, and removing their program entirely. If you will take notice, there are countless complaints against them through multiple platforms, the BBB, FTC, Paypal, etc. The only acceptable resolution is the one that I was promised by this company, which is the other two months refunded for a total of $50. If this isn't done, I'll have no choice but to proceed with my complaints elsewhere, and to file claims with my bank. I have included screenshots of them saying that using tutoring mode was fine, I have more if needed. I have also included a screenshot from the parent group, where we were told if we wanted to cancel our account and not re-enroll that we would be refunded 3 months. They told everyone to email them, but yet aren't replying to emails.

  Business response

  05/12/2023

  BBB,

  Thank you for the opportunity to provide a response regarding the services provided by Power Homeschool.

  The customer's statement mentions dissatisfaction with the removal of Tutoring Mode.  As of 8/11/2022, Power Homeschool published a notice on its web site informing parents that "tutoring mode is no longer supported by Power Homeschool."  This notice was provided to parents through chat, phone, and email support since this mode does not provide the necessary rigor for transferring back to public or accredited private schools.

  Since each subscription is month to month ********************************************** the customer could have canceled any time but they continued to use the program extensively.

  On 4/7/2023, students who were still left in tutoring mode were automatically switched into teaching mode as part of our efforts to provide a more comprehensive and rigorous educational experience.  None of the work completed by students has been deleted, and all completed lessons, problems solved, and interactions within the system are logged and can be accessed through the parent interface in the form of reports.  Students can repeat lesson problems and exams by using the "Retake for Credit" feature.  Students also have the option to rewatch lesson videos.

  On 4/11/2023, our customer support team offered the option to parents that they could reinstate Tutoring Mode for their students if needed but the customer has not accepted this offer.  Considering the fact that this customer used our service extensively and that they agreed the Terms and Conditions ******************************************************* *hich state that "Payments made prior to the time of cancellation are non-refundable," we feel that we have done everything responsibly possible to help this customer. 

  The customer says they were told they would receive a refund for 3 months of service but the screenshot they provided shows an offer made a different customer with a different set of circumstances.

  However, as the customer stated, we have already refunded their most recent payment as a one time courtesy.
  Customers can cancel at any time, but we do not feel that refunding additional service that was provided and used as agreed is a reasonable request in this case. 

  Please let us know if you need any further information.

  Thank you,

  Power Homeschool Support Team

  Customer response

  05/12/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because the business is denying previous promise to refund. They changed the offering without notice. Just flat out liars. I'll be going forward with 
  
  ******** ***** ********

  Business response

  05/25/2023

  BBB,

  Thank you for the opportunity to provide a response regarding the services provided by Power Homeschool.

  As of 8/11/2022, Power Homeschool published a notice on its web site notifying parents that "tutoring mode is no longer supported by Power Homeschool." This information was conveyed to parents via chat, phone, and email support due to the mode's insufficient rigor for transitioning back to public or accredited private schools.

  Since each subscription is month to month *********************************************, the customer could have canceled any time but they continued to use the program extensively.

  As previously stated, the evidence that has been provided to support the customer's claim that we offered a refund for three months of service was clearly made to a different customer. However, as the customer stated, we have already refunded their most recent payment as a one time courtesy.

  While we are constantly striving to offer solutions whenever feasible, we do not find the request for a refund on additional service, which was provided and utilized as agreed upon, to be reasonable in this particular case. 

  Please let us know if you need any further information.

  Thank you,

  Power Homeschool Support Team

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We've been with the company for 2 years or more. I have 1 child that is slower learning/special needs who used the tutor mode fully. My other son used it here and there to skip past videos. The company, with no warning, deleted tutor mode over Easter weekend. My special needs child lost everything. My other son lost all but 2 classes. They had 1 month left. The company's response was a Facebook post that called us parents 'not hard-working' because our kid's used tutor mode. He said hard-working parents would not be affected by this. Not everyone has that kid that can breeze through it. Special needs is melt-downs, years, anxiety, etc. We matter! My kid matters and worked soooo hard. And he was proud. We had a good rythem. He moved around in tutor mode when he got stressed and did another section. The company could have notified us. We got no email or notification on app. Nothing. And than no remorse. Than their public announcement blames us parents saying we didn't work hard. Its 2023. What works for 1 kid won't work for another kid. It doesn't mean we don't work hard. And after all this. Losing my kids school work for the whole year, we still haven't received the refund for the past month. I literally settled for 1 month refund so I wouldn't have to leave work early to do a charge back at my bank. And they said they would refund and its been almost 2 weeks and nothing. I wouldn't be typing this complaint if they would have made any effort to resolve any of this. I never complain. But this is by far the worst company. Makes mistake after mistake and won't own up to any of it. And refuses to apologize.

  Business response

  04/28/2023

  BBB,
  
  Thank you for the opportunity to provide a response regarding the services provided by Power Homeschool.
  The customer's statement mentions dissatisfaction with the removal of Tutoring Mode.  As of 8/11/2022, Power Homeschool published a notice on its web site informing parents that "tutoring mode is no longer supported by Power Homeschool."  This notice was provided to parents through chat, phone, and email support since this mode does not provide the necessary rigor for transferring back to public or accredited private schools.
  Since each subscription is month to month (*******************************************), the customer could have canceled any time but they continued to use the program extensively.On 4/7/2023, students who were still left in tutoring mode were automatically switched into teaching mode as part of our efforts to provide a more comprehensive and rigorous educational experience.  None of the work completed by students has been deleted, and all completed lessons, problems solved, and interactions within the system are logged and can be accessed through the parent interface in the form of reports.  Students can repeat lesson problems and exams by using the "Retake for Credit" feature.  Students also have the option to rewatch lesson videos.
  On 4/11/2023, our customer support team offered the option to parents that they could reinstate Tutoring Mode for their students if needed but the customer has not accepted this offer.  Considering the fact that this customer used our service extensively and that they agreed the Terms and Conditions (*****************************************************) which state that "Payments made prior to the time of cancellation are non-refundable," we feel that we have done everything responsibly possible to help this customer.  
  Customers can cancel at any time, but we do not feel that refunding service that was provided and used as agreed is a reasonable request in this case.
  Please let us know if you need any further information.
  Thank you,
  Power Homeschool Support Team

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  All transactions were made on March 10th 2023.. totaling approximately $350 for 14 months of the homeschooling service priced at $25 per month. I also purchased an ID which I haven't received.

  Business response

  04/28/2023

  BBB,

  Thank you for the opportunity to provide a response regarding the services provided by Power Homeschool.

  It appears that there was a miscommunication regarding pre-payments made by the customer.  After learning of the issue, management has issued a full refund for all of the unused pre-payments.  

  We have reached out to the customer directly by phone and email and stand ready to assist them further if needed.

  Please let us know if you need any further information.

  Thank you,

  Power Homeschool Support Team

   

  Customer response

  04/28/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because: I have only received $25 of my $350 I've prepaid for the service.
  
  Regards,
  
  ********** ******

  Business response

  05/12/2023

  Hello ***********

  As per our email correspondence, this issue has been resolved. Please let us know if you have any other questions or concerns.

  Thank you,
  
  Power Homeschool Support Team
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2022, I signed up with PowerHomeSchool for a homeschool curriculum provider. I paid $50 a month since. (Dec thru April $250). I spoke to customer service prior to enrolling to ensure their service would work for us. We moved across country and my kids started this program mid-school year. They sold me on the service, based on the availability of "tutor mode". I was advised I could switch into that mode at any time. I could use that mode to find the right placement on the syllabus in each course for my kids. I was advised that if we did use that mode for placement, we would have to stay in that mode for the remainder of the course. If we switched back to teaching mode, it would reset to the first skipped level and remain linear after that. This past Friday, my kid logged in to work on his schoolwork and his progress had been reset back to level one. He could not progress without doing all the levels we skipped to get him at the right placement level. The company later issued a notice that they had removed tutor mode and would only allow teaching mode. They had created a new company for access to tutoring videos but it is not linked to the curriculum nor his progress. The statements from the owner have changed dramatically over the last 72 hours as to why. The final statement from the owner states no one was supposed to be using tutor mode as a teaching method, period. This is completely opposite of what the company advertised and advised when we signed up. Access to the company has been shut off. They aren't answering phones, email is bouncing and no direction or response in the parent help boards on FB, other than general posts from the owner ranting that the service was being misused and we weren't following procedures (which we were 100%). No notice was given the service was being terminated. We, along with 1000s, have been scrambling over the holiday to find a way to complete the school year without redoing everything.

  Business response

  04/24/2023

  BBB,
  Thank you for the opportunity to provide a response regarding the services provided by Power Homeschool.
  The customer's statement mentions dissatisfaction with the removal of Tutoring Mode.  As of 8/11/2022, Power Homeschool published a notice on its web site informing parents that "tutoring mode is no longer supported by Power Homeschool."  This notice was provided to parents through chat, phone, and email support since this mode does not provide the necessary rigor for transferring back to public or accredited private schools.
  Since each subscription is month to month (*******************************************), the customer could have canceled any time but they continued to use the program extensively.
  On 4/7/2023, students who were still left in tutoring mode were automatically switched into teaching mode as part of our efforts to provide a more comprehensive and rigorous educational experience.  None of the work completed by students has been deleted, and all completed lessons, problems solved, and interactions within the system are logged and can be accessed through the parent interface in the form of reports.  Students can repeat lesson problems and exams by using the "Retake for Credit" feature.  Students also have the option to rewatch lesson videos.
  On 4/11/2023, our customer support team offered the option to parents that they could reinstate Tutoring Mode for their students if needed but the customer has not accepted this offer.  Considering the fact that this customer used our service extensively and that they agreed the Terms and Conditions (*****************************************************) which state that "Payments made prior to the time of cancellation are non-refundable," we feel that we have done everything responsibly possible to help this customer.  
  Customers can cancel at any time, but we do not feel that refunding service that was provided and used as agreed is a reasonable request in this case.
  Please let us know if you need any further information.
  Thank you,
  Power Homeschool Support Team

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My child* ******** ****** has been a homeschool user of the Power Homeschool (PHS) curriculum platform since 2019. PHS provides curriculum-it isn't an online "school" though it is owned by ***** ** ******** who also owns "Acellus Academy" (which is an online shool) and 2tor.com (which is their new offshoot tutoring service established on 3/23/2023). PHS offered students the oppoturnity to work through curriculum in "Teaching Mode" (vectored, forced to follow a fixed path and do all lessons, forced to take tests and score a certain percentage before moving on) and "Tutor Mode" (same lessons, same tests available, path not fixed-can jump around as student needs, can skip pieces as needed, testing not required). We had used "tutor mode" periodically since 2019. Per advice from PHS customer service in August of 2022, we switched ******** completely to "Tutor Mode" - she's autistic, has dyscalculia, has anxiety related to testing, has add/adhd and multiple other developmental and health issues that impact her ability to progress through challenging material in a fixed path and do testing (have medical and psychiatric documentation related to this - this is why PHS customer service made the recommendation to do tutor mode only). As of April 7, 2023, ******** had completed a significant amount of the curriculum we'd enrolled her for and had two months to go before finishing the curriculum assigned by us for the 2022-2023 academic year. We received notice via ******** (not email or phone) in a parent group that the PHS "tutor mode" was going away. I checked and PHS had wiped out all of ********'s progress and removed her access to tutor mode completely. She is not able to finish the curriculum she enrolled in for 2022-2023. Per PHS, she would have to restart all curriculum from the beginning in order to have access to the last lessons in each course assigned. We are asking for a refund of tuition paid from 8/2022 through 4/2023 due to this "Bait and Switch."

  Business response

  04/24/2023

  BBB,
  
  Thank you for the opportunity to provide a response regarding the services provided by Power Homeschool.
  
  The customer's statement mentions dissatisfaction with the removal of Tutoring Mode.  As of 8/11/2022, Power Homeschool published a notice on its web site informing parents that "tutoring mode is no longer supported by Power Homeschool."  This notice was provided to parents through chat, phone, and email support since this mode does not provide the necessary rigor for transferring back to public or accredited private schools.
  
  Since each subscription is month to month ********************************************** *he customer could have canceled any time but they continued to use the program extensively.
  
  On 4/7/2023, students who were still left in tutoring mode were automatically switched into teaching mode as part of our efforts to provide a more comprehensive and rigorous educational experience.  None of the work completed by students has been deleted, and all completed lessons, problems solved, and interactions within the system are logged and can be accessed through the parent interface in the form of reports.  Students can repeat lesson problems and exams by using the "Retake for Credit" feature.  Students also have the option to rewatch lesson videos.
  
  On 4/11/2023, our customer support team offered the option to parents that they could reinstate Tutoring Mode for their students if needed but the customer has not accepted this offer.  Considering the fact that this customer used our service extensively and that they agreed the Terms and Conditions ******************************************************* which state that "Payments made prior to the time of cancellation are non-refundable," we feel that we have done everything responsibly possible to help this customer.  
  
  Customers can cancel at any time, but we do not feel that refunding service that was provided and used as agreed is a reasonable request in this case.
  
  Please let us know if you need any further information.
  
  Thank you,
  
  Power Homeschool Support Team

  Customer response

  04/25/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because:
  Information was added to their site AFTER they removed tutor mode regarding the mode not being supported. Attached are photos of the Acellus and PHS pages prior to 4/7.  I. Never received an email regarding this change. They have not been able to provide thisn"email" to pay pal or any of the banks regarding this change. The only place they put this was in their parent ******** page. If you do a ******** search and look for PH TUTOR MODE CANCELATION SUPPORT GROUP they have photo after photo supporting this we were told verbally by PH staff to use tutor mode because it fit our learner.  Then they pulled it on 4/7. The new tutoring company was conveniently created by Billing On 3/23. The TOS do not address bait and switch. My daughter's learner records were deleted. We had to move Immediately to another platform to have access to similar content so our learner could finish the year on time without gaps and meet attendance requirements for school aged children. Billings only reinstated tutoring mode on 4/18-that's when we received an email saying it was reinstated-after parents complained to him directly, complained on ******** and started reporting to Bbb and federal agencies. I have this email and can submit bit not. Via. This form due to. Size limits. 

  
  Regards,
  
  ******* *************

  Business response

  05/03/2023

  BBB,

  Thank you for the opportunity to provide a response.

  The customer's statements acknowledge that they happily used our service for months leading up to 4/7/2023 but they are requesting that even those months be refunded.  This is not a reasonable request.

  Power Homeschool was under no obligation to notify the customer about the removal of Tutoring Mode according to the Terms and Conditions that the customer agreed to when they subscribed ********************************************************  The terms clearly state: "Power Homeschool reserves the right to make adjustments to the price of tuition, equipment, and course offerings."  However, as a courtesy, we provided notice that "tutoring mode is no longer supported by Power Homeschool" via chat, phone, and email support since 8/11/2022, over 7 months before the change.

  As noted earlier, no student work was deleted.  All completed lessons, problems solved, and interactions within the system are logged and can be accessed through the parent interface.

  Finally, our customer support team offered the option to parents that they could reinstate Tutoring Mode for their students if needed.  The customer has not accepted this offer.  Instead they are demanding a refund for multiple months of service which service was provided as advertised.

  While we make every effort to provide our customers with solutions to their concerns whenever possible, we do not feel that a refund is a reasonable request in this case.
  
  Please let us know if you need any further information.

  Thank you,

  Power Homeschool Support Team

  Customer response

  05/03/2023

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

  
  The reply Power Homeschool provided is a generic form letter they're using to reply to any complaint from all parents on this particular subject.  I've seen this same letter at least 20 times today from 20 different families.

  I am rejecting this response because: 1. The TOS does not address a change in ACCESS to the curriculum nor does it address a change in METHODOLOGY OF INSTRUCTION ("Tutor Mode"). It ONLY addresses change in price of tuition, equipment and course offerings (their words, direct from their response - it does not in any way, shape or form address any change in access or methodology of instruction). 2. Our account data for 2022-23 was completely deleted as of 4/7 - a year of data completely gone and he accused parents of "cheating" by using the tutor mode his company created purposely for providing a different mode of access/methodology of instruction (all noted in prior pictures provided in earlier correspondence) and we were advised our student would have to start completely over for the year's academics to be able to show she finished any portion of it, beyond what was completed in the few days in August 2022 before we were advised by Power Homeschool staff to switch to "Tutor Mode." 3. We didn't receive any email, call, letter or chat message from Power Homeschool regarding a possibility of reinstating tutor mode until 4/18 (see email below).  At which time our student had been without educational access/records for 11 days.  4. No formal notice of any kind was provided to parents/students (no email, no call, no letter, no messaging). Their system has email built in - no email sent. They have my personal email and phone -obviously as they sent correspondence to me after the fact on 4/11 and they've been b****** me at that address. No notice was put on their website at all PRIOR to the change (though they nicely added it and post-dated it AFTER 4/7 - documentation is available archived on the web of any website changes anywhere, including those for ***** ***************************************************************************.  The ONLY notice they posted was to a private, company moderated facebook page for parents - so adequate notice was NOT provided and "talking about it" on facebook doesn't constitute notice of any kind.

  Comparison. If a dealership sold you a car with an engine in it; and then pulled your car's engine after they sold it to you and told you that you couldn't have the engine you purchased, you'd go after the dealership to get your money back.  If you purchased legal services from a law office with the understanding those services would be provided by a licensed attorney and instead you received services from an administrative assistant, you'd go after the company to get your money back.  The same holds true here.  We purchased their courses (which based on TOS, they could have changed those) with the understanding that our student would have a specific access, a specific methodology of instruction (NOT equipment - they could have changed equipment based on their TOS), available to her (as promised by their staff and as noted on their website was available - pictures of that notice were already provided).  Power Homeschool pulled that access/methodology of instruction ("Tutor Mode") even though they'd sold it to us.  This was NOT the service we purchased and again their TOS does not address their changing this.  Bait and switch. We are asking for our money back for the full year.

  Also, I want you to know that ****** *s refunding monies to parents because of this.  There were over 3,000 students impacted at last estimate.  You can review comments from parents regarding Power Homeschool at ************** **** Trustpilot required all commentors to provide proof of their situation and legitimate ability to comment/review, mostly because Mr. B******s kept tagging them as negative, defamatory, etc. So these are true comments. Parents are also submitting complaints to the FTC and there is talk of a class action lawsuit.

  All "we" are asking for is the money back for the service (access/methodology of instruction) we did not receive because of Power Homeschool's bait and switch; and for the loss of records for that time (they may be available or they may not be now, Power Homeschool deleted our account after we initially asked for a refund and I subsequently closed it so they wouldn't continue to charge me).  We've now moved on to Mia Academy. I should be suing for emotional damages, lost records, lost access, failure to provide services as promised, etc., etc. and the FTC "should" be pursuing them for bait and switch. 

  But again, all "we" are asking for is the money back for the lost year.
  
  ******** ******* ************* ***** ****** *********** ************************** *** **************** ************ ********************** ***** ******** ***** *** **** ******* ** ******** ******* ****** ******* ***** ********* * ** ********* ** ********* **** ******* ****** ******** ***** ** ** ********* ** *** *************** ** ******** **** ** ***** *********** * ****** ** ** **** *** *** ***** **** ** *** **** ** ********* ******** **** **** ** *** ****** ** ******* ** *** ******** **** ** **** **** **** ** **** ** ****** ***** ******* ** ******** ** *** **** ******** **** ***** ******* **** **** ******* ****** *** ** *****  ***** ** ******** ********* **** ******** **** **** ** **** ** ****** ***** ******* ** **** **** ***** *** ******* **** ***** *** ** ********** **** ** ****** ** *** ****** ********** *** ****** *** ******* ****** *** ** **** ** **** ****** ***** ** ********** *** **** ******** ** ****** *** **** ****** ***** ********** ***** **********
  

  Business response

  05/17/2023

  BBB,
  
  Thank you for the opportunity to provide an additional response.
  
  Based on the customer's statements, there seems to be no dispute that the customer was happy with our service until 4/7/2023.  It appears that the customer feels they should still receive a refund for months previous to that date because they are unsatisfied with how we communicated about the change.  This is not a reasonable request.
  
  No student work has been lost.  All completed lessons, problems solved, and interactions within the system are logged and can be accessed through the parent interface.  Step by step instructions for accessing these reports are available at: h*********************************************************************************rt 
  
  We offered the option to parents that they could reinstate Tutoring Mode for their students if needed.  Our previous response also stated this, but the customer has not accepted the offer.  We continue to stand ready to help if they change their mind.
  
  The customer appears to understand that they and Power Homeschool agreed to these Terms and Conditions* *****************************************************
  Nothing in the terms require Power Homeschool to provide the kind of notice the customer is requesting but even if they did, this would not entitle the customer to a refund for services provided before the change.  In any case, Power Homeschool did provide notice to parents that "tutoring mode is no longer supported by Power Homeschool" over 7 months before the change.  The customer's statements include many questionable and false assertions which, even if they were true, would not affect terms of our agreement with them. 
  
  Considering all these factors, we do not feel that their refund request for multiple months of service is reasonable.
  
  Please let us know if you need any further information.
  
  Thank you,
  
  Power Homeschool Support Team

• Initial Complaint

  04/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We use this product as a homeschool curriculum. When we started there were two options for using the curriculum. Teaching mode which is continuous and leaves no room to go back and repeat steps as needed. Then there is tutor mode. It was used to go back and repeat steps as needed or just to stay on track for my asd child. We used the program how it was recommended per the website. As of last night. All progress and work my children made/ completed was completely deleted and sent my kids (and countless others) back to the beginning. I want a refund of my money for the entire school year where my children worked. $50 per month since august and an additional $25 per month since December. Roughly $500. This company does not care about the students. They removed the tutor mode from power homeschool and now want you to subscribe to another website to just rewatch videos. That wasn’t what tutor mode was used for.

  Business response

  04/21/2023

  BBB,  Thank you for the opportunity to provide a response regarding the services provided by Power Homeschool.  The customer's statement mentions dissatisfaction with the removal of Tutoring Mode.  As of 8/11/2022, Power Homeschool published a notice on its web site informing parents that "tutoring mode is no longer supported by Power Homeschool."  This notice was provided to parents through chat, phone, and email support since this mode does not provide the necessary rigor for transferring back to public or accredited private schools.  Since each subscription is month to month (*******************************************), the customer could have canceled any time but they continued to use the program extensively.  On 4/7/2023, students who were still left in tutoring mode were automatically switched into teaching mode as part of our efforts to provide a more comprehensive and rigorous educational experience.  None of the work completed by students has been deleted, and all completed lessons, problems solved, and interactions within the system are logged and can be accessed through the parent interface in the form of reports.  Students can repeat lesson problems and exams by using the "Retake for Credit" feature.  Students also have the option to rewatch lesson videos.  On 4/11/2023, our customer support team offered the option to parents that they could reinstate Tutoring Mode for their students in needed but the customer has not accepted this offer.  Considering the fact that this customer used our service extensively and that they agreed the Terms and Conditions (****************************************************** which state that "Payments made prior to the time of cancellation are non-refundable," we feel that we have done everything responsibly possible to help this customer.   Customers can cancel at any time, but we do not feel that refunding service that was provided and used as agreed is a reasonable request in this case.  Please let us know if you need any further information.   Thank you,   Power Homeschool Support Team
  

• Initial Complaint

  04/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  * April 8, 2023 * Taking our money and not providing what was promised * Lots of students are effected by this * Made a sudden change without any notice to paying parents or students Please do an investigation on them. Their business practices have been beyond upsetting. There will be lots of complaints coming through.

  Business response

  04/25/2023

  BBB,
  Thank you for the opportunity to provide a response regarding the services provided by Power Homeschool.
  The customer's statement mentions dissatisfaction with the removal of Tutoring Mode.  As of 8/11/2022, Power Homeschool published a notice on its web site informing parents that "tutoring mode is no longer supported by Power Homeschool."  This notice was provided to parents through chat, phone, and email support since this mode does not provide the necessary rigor for transferring back to public or accredited private schools.
  Since each subscription is month to month (*******************************************), the customer could have canceled any time but they continued to use the program extensively.
  On 4/7/2023, students who were still left in tutoring mode were automatically switched into teaching mode as part of our efforts to provide a more comprehensive and rigorous educational experience.  None of the work completed by students has been deleted, and all completed lessons, problems solved, and interactions within the system are logged and can be accessed through the parent interface in the form of reports.  Students can repeat lesson problems and exams by using the "Retake for Credit" feature.  Students also have the option to rewatch lesson videos.
  On 4/11/2023, our customer support team offered the option to parents that they could reinstate Tutoring Mode for their students if needed but the customer has not accepted this offer.  Considering the fact that this customer used our service extensively and that they agreed the Terms and Conditions (*****************************************************) which state that "Payments made prior to the time of cancellation are non-refundable," we feel that we have done everything responsibly possible to help this customer.  
  Customers can cancel at any time, but we do not feel that refunding service that was provided and used as agreed is a reasonable request in this case.
  Please let us know if you need any further information.
  Thank you,
  Power Homeschool Support Team

• Initial Complaint

  04/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sudden change of service provided without notice to users of this online curriculum. The company has decided to remove a mode of instruction called tutor mode. It allowed for more flexibility in the education of homeschool students. In removing this option they reset students work and months of progress is now not showing in the system. The services had been used in accordance with their guidelines on the website at the time we started. It is noted to be a curriculum not a school ( as the sister company ******* ******* is an accredited school). This was done without warning and without change in the cost of the services. It was done suddenly at a time when most are at least three fourths of a completed school year. This has caused stress to students who will now have to repeat work already done.

  Business response

  04/21/2023

  BBB,   Thank you for the opportunity to provide a response regarding the services provided by Power Homeschool.   The customer's statement mentions dissatisfaction with the removal of Tutoring Mode.  As of 8/11/2022, Power Homeschool published a notice on its web site informing parents that "tutoring mode is no longer supported by Power Homeschool."  This notice was provided to parents through chat, phone, and email support since this mode does not provide the necessary rigor for transferring back to public or accredited private schools.
  Since each subscription is month to month (*******************************************), the customer could have canceled any time but they continued to use the program extensively.  On 4/7/2023, students who were still left in tutoring mode were automatically switched into teaching mode as part of our efforts to provide a more comprehensive and rigorous educational experience.  None of the work completed by students has been deleted, and all completed lessons, problems solved, and interactions within the system are logged and can be accessed through the parent interface in the form of reports.  Students can repeat lesson problems and exams by using the "Retake for Credit" feature.  Students also have the option to rewatch lesson videos.   On 4/11/2023, our customer support team offered the option to parents that they could reinstate Tutoring Mode for their students in needed but the customer has not accepted this offer.  Considering the fact that this customer used our service extensively and that they agreed the Terms and Conditions (*****************************************************) which state that "Payments made prior to the time of cancellation are non-refundable," we feel that we have done everything responsibly possible to help this customer.   Customers can cancel at any time, but we do not feel that refunding service that was provided and used as agreed is a reasonable request in this case.
  Please let us know if you need any further information.  Thank you,  Power Homeschool Support Team

• Initial Complaint

  04/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have used power homeschool for several years for our homeschool curriculum. Yesterday 4-7-2023, ***** ********, the owner, decided to change how the program works. Previously there was a teaching mode and a tutor mode. We have always used tutor mode to allow my children to skip around, and also to not require the ridiculously lengthy exams (which are even at the elementary age). Part of the reason we homeschool is for flexibility and that was a bit bonus for this program . He eliminated the tutor mode, which set all work completed in tutor mode back to the beginning as if it had not been completed. The worst part is that this is just weeks before the end of the school year, and one of my kids is set to graduate. He instead encouraged those using tutor mode to register for the new program 2tor, however after registering for that program I found it is NOT the same. There are no longer questions to accompany the videos lessons… therefore no measure of progress or learning, which in turn makes it impossible for us to finish the school year. $100/month for 4 kids and nothing to show for the work they did complete this year, nor are they able to complete what they started. I have cancelled both my power and 2tor accounts, I’ve filed complaints with the payment agencies and requested refunds from power. This is unacceptable to make such a negatively impactful change to a curriculum With No notice. Current subscribers should have received adequate warning or been grandfathered in. There are a lot of disgruntled customers right now.

  Business response

  04/21/2023

  BBB,  Thank you for the opportunity to provide a response regarding the services provided by Power Homeschool.   The customer's statement mentions dissatisfaction with the removal of Tutoring Mode.  As of 8/11/2022, Power Homeschool published a notice on its web site informing parents that "tutoring mode is no longer supported by Power Homeschool."  This notice was provided to parents through chat, phone, and email support since this mode does not provide the necessary rigor for transferring back to public or accredited private schools.  Since each subscription is month to month (********************************************, the customer could have canceled any time but they continued to use the program extensively.  On 4/7/2023, students who were still left in tutoring mode were automatically switched into teaching mode as part of our efforts to provide a more comprehensive and rigorous educational experience.  None of the work completed by students has been deleted, and all completed lessons, problems solved, and interactions within the system are logged and can be accessed through the parent interface in the form of reports.  Students can repeat lesson problems and exams by using the "Retake for Credit" feature.  Students also have the option to rewatch lesson videos.  On 4/11/2023, our customer support team offered the option to parents that they could reinstate Tutoring Mode for their students in needed but the customer has not accepted this offer.  Considering the fact that this customer used our service extensively and that they agreed the Terms and Conditions (*****************************************************) which state that "Payments made prior to the time of cancellation are non-refundable," we feel that we have done everything responsibly possible to help this customer.   Customers can cancel at any time, but we do not feel that refunding service that was provided and used as agreed is a reasonable request in this case.  Please let us know if you need any further information.  Thank you,   Power Homeschool Support Team

*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. ↩