ComplaintsforPower Homeschool LLC

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used this company all year an they decided to change the program in mid year an I lost all work my kids done this year. For this company to say kids are cheating. I would like to understand how? This is homeschooling, its not up to you to decide what my kids are doing. That is why i chose ******S power HOMESCHOOL an not the other program it has. After paying all year an don't have a thing to show. I am requesting my money back. I have three kids using them for the year. 525.00.

  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

  Customer response

  04/25/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because:

  They did not inform anyone ahead of time.
  First notice to anyone was late on Friday 4/7 in a ******** post.
  No emails had been sent prior.
  Customer support had been advocating for continuing use of tutor mode.
  They have since gone to their website and predated some things regarding tutor mode to make it appear that they had notified people earlier.
  No one has received any prior notification, and Billings cannot produce one email that was sent out with any information to anyone regarding discontinuation of services. 
  After the uproar of upset users and parents, Billings decided to "help" correct the problem temporarily.   

  If he gave this so called notice to everyone why would he be  putting some of the people back on the Tutor Mode.  Also would  give people 3 months refund but they were going to be kicked from the program.  

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

  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

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

  
  

  I am rejecting this response because: As i asked before, Where is the email or chat that was sent to me saying anything regarding tutoring mode in 2022.

  
  

  I would also like a copy of the signed acknowledgment of the terms of service that I agreed to.  

  
  

  I never received a notice of any of this or the option to reinstate tutor mode, can you please sent me a copy of the document you sent out to me saying that it can be reinstated.  If this was something that was told to everyone a year ago an you had reminders out. Why would you be reinstating anyone in the first place?  Wouldn't everyone already know it was leaving? 

  
  

  Yes, I would like a refund after loosing everything in one day that my children did the last 8 months.  

  Want to talk about unfair, EVERYTHING is gone i have nothing to show for the whole year after paying you for the whole year. You getting my money an I have NOTHING to show my state or any records of the year. ( I don't have ANYTHING on the website that shows any of my kids work)

  
  

  Regards,

  
  

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

  Business response

  05/17/2023

  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.  Step by step instructions for accessing these reports are available at: ************************************************************************************
  

  Finally, our customer support team offered the option to parents that they could reinstate Tutoring Mode for their students if needed.  Our previous response on April 25, 2023 also stated this, but the customer has not accepted the 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

*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. ↩