ComplaintsforHomerLearning Inc.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased this product as a gift that was supposed to be for one year. This company, Homer, has been charging my card for the last two years. Furthermore, I tried canceling but kept receiving emails that the account wasnt found which was a lie because I filed a complaint with my credit card company and they provided me the email associated with the account they said wasnt the right one. This company is the worst.

  Business response

  09/25/2023

  Hello -- We received a request from this user at our codeSpark support address. We were attempting to locate their account but did not find any information. After receiving screenshots of the charges we realized it was a Homer account. Our team manages volume for both products so the customer reached the right place, but the original email being addressed to codeSpark caused a delay in locating the Homer account. After locating the account, we discovered the customer had filed a chargeback with their bank which removes our ability to refund the account. We intend to refund if the chargeback is lost, but are required to wait until the bank resolves the chargeback. We have relayed this information to the customer and are ready to assist once the chargeback ends. 

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially purchased a membership in August 2022 for Homer for a year subscription. I canceled the membership not long after the initial purchase because it is auto renew. I was charged for the membership again on 8/28/2023. I emailed the company yesterday 8/28 about the membership and again cancelled my membership yesterday 8/28. My son isnt interested in the app so I would like a refund but have not received a response about this.

  Business response

  09/06/2023

  Hello - We received an email requesting to cancel and be refunded on 8/28 at 12:50PM. Our team responded confirming the account has been canceled and refunded on 8/30 at 2:16PM. 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a subscription to the Homer Learning App via a salesperson associated with Southwest Advantage book sales. At the time we were homeschooling and were hopeful to use the app as a resource. However we were never even able to log in, it was nothing but issues from the start. I called Southwest Advantage to cancel the subscription, they informed me to talk to Homer. Homer had records indicating that we had already closed our account. I contacted them numerous times via email and phone with no resolution. They now have been charging my bank account twice a month for 2 subscriptions of $7.95 each. I've done everything I can to get them to stop charging me. The only thing HOMER will tell me is that my account is already canceled yet they continue to charge me,I've now had to work with my financial to get my debit card closed so they cannot continue to take it out. Service has been terrible. And it is criminal to continue charging someone for years for a service they canceled, that the company agrees has been canceled, but yet not stop it.

  Business response

  07/28/2023

  Hello - This user emailed on Tuesday night and our team corresponded with them multiple times Wednesday and was able to locate the charges. We identified a system error that allowed the subscription to be duplicated and have resolved the issue. In addition, we have refunded all of the duplicated charges due to not identifying the issue earlier. 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Kidpass is one of Homer's affiliates, and this company recently stole 39 credits that I paid $240 for. I have been a years-long customer of this company and have always paid my account on time. I was unable to use their service for a while due to the poor and insufficient offerings for activities in my neighborhood. Their customer service at **********************/Begin/Kidpass finally responded:"On Friday, June 23, 2023, 02:59:20 PM EDT, KidPass Support <*******************> wrote:***** ************* *** *** ********** ******** ** *** ***** *** *** *********** **** ********** *** ************* ********** ********** **** ** ***** ** ****** *** ******** ** ************************************************ **** ***** ***** ** ***** *** ******* **** ****** ************ ** **** **** ****** *** **** ** *** *** ** *** ******* ****** **** **** *** ****** *** *** ******* ******** ** *** ********* ** **** ******* ********* ** ********* **** ** ***** ***** *** *** ******* **** ****** ** *** ******* * ******** ** ** *************** *** ******** ******* **** *** ******** ** ******* ****** ** * **** ** ***** *** ******* *** **** *** ** *** **** ** ** ** ******** * ************ **** ** ***** ******** ********** ****** **** *** **** ** *** **** ***** **** ******* *********** ***** *** ***** *** *** **** *** ** **** * ******** ****** ***** ** ***** ***** *************** *** ** **** ** *** **** *** ********** ********* *** ***** ***** ** *****************They never refunded my credits, didn't pay back the stolen money, and have been radio silent for almost a month now when I've repeatedly asked them about the status of these credits so I can pay them down and be done with this fraudulent company once and for all.

  Business response

  07/21/2023

  Hello - We have been emailing with this customer and have issued the credits back to be used over the next 30 days. Kidpass has a ************* expiration policy which was paused during Covid. Our team notified all users at the beginning of the year that credits older than 90 days would be expired and gave multiple months to use them. We have extended the time period by 30 days to address the concerns raised about the credits being expired but users are not eligible for a refund. 

  Customer response

  07/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [I have an active account on Kidpass for which I pay $29 for 5 credits a month, and have been a customer for about 7 years.  Around the beginning of June 2023, Kidpass made some changes to expire credits not used within 90 days and stole 39 credits worth $226.20 from my account, leaving me with a balance of 15 credits (from 3  paid months outside that 90 day period).  I booked 2 activities for my twins for 6 credits each, leaving a balance of 3, and requested a refund of these 39 stolen credits.  I was assured by **** the 39 credits would be returned as a 1-time courtesy.  Then I was charged $29 again in July, so my balance became 8 credits because 5+3=8.  **************** then decided to return only 31 of the 39 credits Kidpass owes me, and nonsensically try to fool me that 31 (partial stolen credits) + 8 (current existing balance) = 39. The correct balance I should have in my account is *47* = 39 (the promised stolen amount to be returned on July 11) + 8.  My account balance still shows **************************** 8 credits.  It would behoove this deceitful organization Kidpass/Homer/Begin/whatever to offer remedial math training to ************  It is ironic and sad that this educational platform's customer service representatives cannot do straightforward addition and subtraction.]
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  08/18/2023

  Hello - We have had additional correspondence with this user and added the extra credits along with some extra credits due to the inconvenience. It is important to note that these credits were not stolen from the user but were expired due to reinstating our 90-day expiration policy post-Covid. The credits will continue to expire moving forward. 

  Customer response

  08/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is mostly satisfactory to me. I disagree with their important note that credits werent stolen - it took countless emails to explain simple math to them and extra credits were only added once I escalated this issue to their c-suite. Nonetheless, I now consider the matter resolved, and appreciate BBBs assistance with this consumer matter. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have attempted to cancel this app for over a year. It shows as inactive and expired in my subscriptions but the app keeps charging me and saying it is active. There is no other steps I can take and expect a full refund. I dont have time to keep coming back to this to cancel.

  Business response

  04/24/2023

  Hello there - This user has an active iTunes subscription that can only be canceled via iTunes. Users sign up with their iTunes Apple ID but can use a different email when creating their Homer account. We've advised the user directly to reach out to Apple support for additional assistance and they're managing the the subscription status and payment. 

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I downloaded a free app onto my my phone. It had a 30 day free trial. April 16th 2023. I used the app and was not able to access it most of the time so I cancelled the purchase on April 25th. I noticed the cancel subscription button was not usable. I then proceeded to e mail them and tell them to cancel my subscription on April 27th at that time an automated e mail came back telling me to cancel on my I cloud acct. I went to my I cloud acct and it showed no current subscription. The yearly fee was withdrawn from my acct on 3/ 16. The company has no contact number. The reviews all show its a scam. Many people are billed and more than once with no available way to cancel or obtain a refund.

  Business response

  03/21/2023

  Hello there - We're sorry for the confusion with the account. Any account that is not canceled prior to the renewal date is charged per the terms agreed to at sign up. We received your support request on 3/18, after the subscription was renewed, and issued a refund on 3/20 per our 30-day refund policy. Please let our support team know if you need any additional assistance!

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have cancelled my child's subscription two times with this company. Once in December 2022 and once in January 2023. I still got charged in January of 2023 and February of 2023. The website has no contact us phone number or email. When I fill out a form online for them to contact me, it take me to their FAQ page. When I try to delete my credit card from their page, it won't let me. I just want to talk to someone and get at least one month refund that was charged today. A phone call to/from customer service department would really go a long way in solving the issue. My child enjoyed the service when he used it, he just no longer uses it.

  Business response

  02/21/2023

  We have corresponded with this customer beginning on 2/12, with the cancelation and refund processed on 2/13. I have issued an additional months refund due to the inconvenience and confirmed the account has been canceled. Please let us know if you have any additional questions!

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for a free trial period for the toddlers learning app. The app was alright, but there were other learning apps that my kids preferred, so we didnt use it much and it slipped my mind to cancel the membership in time. I was charged the yearly fee, which I understand is my fault for not canceling during the free cancellation period, so it was a cost that I was willing to pay. I was told that my membership was canceled, but because I had paid for it, that the services would continue until the end of the year when the membership expired. The year is done and over, my kids havent touched the app for almost the entire length of that time, and the company has charged me for another year. As far as Im concerned, I feel that this is thievery. I was tools my subscription was canceled, so I believed the matter to be said and done. I am so irate by the fact that they are still charging me, and that if I hadnt been clearing out my email, I wouldnt have even noticed that theyre still taking money out of my account without my permission. It is impossible to get a representative to the phone which is why I am reporting them to the BBB. They are stealing from me, and I cant talk to anyone to have this rectified.

  Business response

  01/27/2023

  We have corresponded with this member in the past and assisted with cancelling their account. We have not found any charges registered to this account since it was cancelled so there is likely a duplicate account registered to a different email. We will be contacting the customer to help locate the other account and issue a refund. 

  Customer response

  01/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Im November of 2021 i signed up for learwithhomer.com. I created an account and subscribed to their service that costs $9.99 a month. Almost immediately I had a technical issue and was no longer able to log on. Reset that password numerous times to no avail. Homer does not publish a support number, so I submitted support requests through their website but none have ever been answered. The billing has continued. I recently tried again - password reset succeeds, but no access to the site with an error. Also, same response from their support - no response at all. They owe me $140 worth of subscription charges, but there is no way to talk to them and they dont reply to their support channel.

  Business response

  01/18/2023

  Our customer support team received our first email from this member on 1/8/23 and a second one on 1/9/23 in regards to being unable to login. We assisted with resetting the password for the member on 1/11/23 and have not heard back. We have also refunded one month of subscription cost due to the inconvenience. We're happy to continue assisting the customer in any way if they reach out with additional questions. 

• Initial Complaint

  01/10/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am not way to cancel my subscription to their website membership service. The website states I have no account. I have also checked my ****** Play subscriptions, My Paypal Subscriptions, and My Apple subscriptions (all methods they claim a subscription can remain active) and there is no instance of this subscription there. I have no method of retrieving account access through their website and they are not responding when I complete their 'Contact Us' form. I have been charged $79.95 on January 6th of 2023 AND on January 6th of 2022 for the same amount and have NOT used the service at all AND cannot determine how to stop these charges. I have disputed these charges with my ************* but the only way for me to effectively prevent this from happening again is to cancel my card.

  Business response

  01/13/2023

  Hello - This user reached out to our support team on 1/7/23 and was refunded in full on 1/11/23. They responded, "Thank you very much for your prompt attention to this matter."

  Customer response

  01/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

*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. ↩