ComplaintsforCentral Triad Church

• Initial Complaint

  02/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 9, 2023, I initiated a transaction to purchase **********op classes totaling $762.20. On December 1, 2023, I paid an additional $576.80. My total amount paid to secure access to Spring classes was $1,339.00. On Monday, December 11, 2023, We became aware my husbands job position was swiftly changing out of state. On Wednesday, December 13, 2023, I emailed Central STEM to collaboratively problem solve. Originally, I had hoped for a partial refund; however, I brought up other solutions too. on Saturday December 16, 2023 I sent an email and I never heard back again. My husband and I initiated a chargeback on 12/29/23 due to our uneasiness about STEMs ability to continue to communicate enough to collaborate. Our chargeback was denied, and my husband and I inferred this to mean STEM was active in planning our childrens Spring semester.Classes began over 6 weeks later on 1/25/24. We listed our ** house on the market this same day; I had communicated we would not be able to attend school due to house-chaos in my original December email. After we accepted an offer that weekend, I noticed we still had not received any communication regarding school. On Wednesday 2/7/24, I emailed that I was seriously concerned.I received an email on 2/9/24 stating, We understood that you no longer planned to participate in our program. However, I never withdrew my children from their classes. I responded that we had already missed the first 2 weeks of school and that this problem needed to be resolved promptly by 2/15/24. I have had no response to my email seeking solutions. Central STEM has not tried to resolve the problem. It appears Central STEM has no concerns that my children have missed 3 weeks of their 1st and 3rd grade classes. My childrens education is a top priority, and for my family to be treated with this form of carelessness and sloppiness during a very demanding time in our lives is extremely disappointing.

  Customer response

  02/17/2024

  If these is any other information needed to help gain access to my childrens classes, I am happy to share. Thank you! 

  Customer response

  03/02/2024

  I have not heard from the business in response to my complaint.

  Business response

  03/15/2024

  Please see our full response in the attached document - **** BBB Rebuttal ********.pdf

  Customer response

  03/23/2024

   I am rejecting this response because:
  
  I do not have access to the classes that I paid for. This is a huge grievance because STEM assumed that I was not intending to attend my paid in full classes and never confirmed this with me, as they admitted in the previous response. All it would have taken was a quick phone call, but they never reached out nor emailed. I never withdrew my children from STEM, therefore, they are the same status as all the other children that paid in full and did not withdraw. Matters will not be right until my children are treated appropriately. My children should not be the negative recipients of STEMs lack of communication and misassumption. 

  Business response

  03/26/2024

  ************* signed her children up for in-person classes with us for Spring 2024. The family agreed to follow the Handbook and the Refund Policy on Nov 6, 2023 before registering for classes.  Unfortunately when the family found out they were moving, this was already past our no-refunds date of Dec 1, 2023. We were happy to have the family with us for as much of the semester as possible before they moved, and we communicated this to the **** family.  This changed when they sought non-refundable fees through a credit card chargeback after the no-refunds deadline (Handbook violation 1).  After their attempt at a refund was unsuccessful and the credit card company sided with us, the family has been combative in email communication and has posted false statements on social media about this whole situation (Handbook violation 2).  The family has violated the handbook they agreed to follow and is no longer welcome at Central STEM because of this.  There is no resolution that results in a refund or the family returning to our program.
  
  

  Customer response

  04/01/2024

   I am rejecting this response because:
  
  Zero steps to reconcile have been considered by STEM. They refuse to address the mistreatment of my family and their portion of this problem. 

  I have not posted anything about STEM on social media platforms- that is a false accusation. I left a factual review on a website created for public reviews and I also pursued this BBB complaint as these are more professional outlets for remedying customer mistreatment.  

  
  

*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. ↩