ComplaintsforMore Than A Teacher

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  More Than a Teacher provides SAT prep classes. My son attended all of their classes and saw no improvement whatsoever in his SAT score upon taking the SAT test after the classes. More Than a Teacher is guilty of deceptive advertising. They claim a "money back guarantee" on their website that if your child's score does not improve by 100 point, you will get your money back. When I went to ask for the guarantee after seeing no improvement in the SAT score, they refuse to honor the "money back guarantee". They are claiming that my son did not complete all of the homework assignments and referring to some clause regarding homework in the fine print of the "guarantee" to justify no refund. My desired resolution would be for More Than a Teacher to honor their "money back guarantee" and refund the $599 spent on the course which yielded no results. I would also like them to discontinue the advertised claim of a "money back guarantee" as it is deceptive and misleading.

  Business response

  07/18/2023

  This is in response to the complaint filed by **************** in regards to requesting a refund for his son's SAT prep class.
  
  
  Our company has been in business for over 30 years. For all of the years we have been in business, we have offered a money-back guarantee that is based on a student's SAT scores from before and after taking the course, student attendance during the course, completion of a practice test, and fulfillment of all homework requirements. Students must meet all course requirements in order to see the full benefit of our program and to be eligible for a refund. We try to be as transparent as possible regarding our money-back guarantee. We list guarantee requirements on our website here, and list our course requirements on our website here as well as in all communication throughout the course (via email and in person).
  
  Unfortunately, based on the information the customer provided via the student's stamp sheet (see attached), it doesn't appear that the student met all course requirements by not fulfilling the homework requirement. If the customer feels this is in error, the student can present the missing homework assignments and practice tests to us (either by taking photos of missing work and emailing them or by bringing them to our office), then we can move forward with processing the refund.
  
  
  In addition to our money-back guarantee, we also offer free and unlimited return student privileges. If the student will be retesting, he may return to any future SAT classes for review before testing again for no additional fee.
  
  We have also offered to schedule a complimentary score consultation so we can review the student's scores with one of our instructors, receive any feedback from his course, and help come up with the best prep plan going forward.
  
  We emailed these options to **************** and left a voicemail on the number we have on file on June 21st in hopes of discussing these options and finding a resolution that works for everyone, but we have not heard back from him.
  
  Please let me know if there is anything else we can do to resolve this complaint professionally and courteously.
  
  
  
  Respectfully,

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

  Customer response

  07/18/2023

  Complaint: 20218133
  
  I am rejecting this response because:
  

  More Than A Teacher engages in very deceptive advertising to get students to enroll in a program that is not effective. I have attached screenshots from 3 different pages on *************************************** showing the money back guarantee if there is not a improvement of 100 points. The details of homework and practice tests are buried after no less than 4 clicks. More Than a Teacher does nothing to inform parents that the student has not done all of the requirements. Our one went to every class not missing even when he was not feeling well. At no point did More Than A Teacher contact us to say he was missing homework. When our son took the exam after completing the course he saw no improvement whatsoever in his score.

  I have zero confidence that the methods that More Than a Teacher employs will improve my son's SAT score. Why would I subject him to further classes from More Than a Teacher when it does not work? I have enrolled my son in another SAT prep program and have now had to pay twice for SAT prep classes. 

  Since More Than a Teacher refuses to refund any money after failing my son completely, I guess my next option is to seek legal action for deceptive advertising since they also refuse to update their website and will continue to dupe unsuspecting parents.

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

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