Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This school has been an incredibly stressful experience for us! We were with the school for a year as my son became a freshman high school and is competitive tennis player traveling the world for tournaments. Every single time he did not login for a few days we would continue to get messages that he was behind time and time again. It was frustrating because the normal pattern was for him to do his work during his off days to catch up as he always did. However, they would stick to their deadlines despite the fact that it states that its a work at your own pace school. The counselor seemed to be professional and diligent she issued an extension to complete both 1st and 2nd semester. At the end of the first semester and second semester the same thing occurred twice during the extension. My son did in fact submit his projects and anything that was missing and they gave him zeros! They claimed that he never submitted it which is a complete lie. Weve asked from time and time again to submit proof of this and provide us the login so that we can review all of the data. They refused to do this as well and its been two weeks of us requesting this time and time again and they are doing nothing to solve this. They gave my son a D in one grade, ** in another and he was a straight a student with the exception of a few bees all year long! It is horrific that they are so controlling with the information needed to support their claim. We are hereby demanding access to his records to see all of it there is a program that he used called flip in the first semester they had tons of technical difficulties and the school switch to another one called loom in the second semester we have asked them time and time again to give us the code for us to login to both so that we can review and show that he did in fact turn these assignments in they also refuse to do this as well! I do not recommend school to anyone and I truly want my money back for the entire year this is a disgrace.

  

  Business Response

  Date: 08/12/2023

  We did not submit an initial response to this complaint as we were working directly with this family on a resolution and she said that she was happy to remove the complaint once the situation was resolved. After extensively working with the family, it appears the family is still not pleased with the resolution. Unfortunately we waited a bit too long to respond since it seemed that a resolution was imminent before the situation changed again and so we are unable to respond directly so I wanted to provide our response and documentation here. We are still working with the family to address their concerns and are happy to provide more information as the situation develops. This is what we intended to respond to the family:
  
  Hello,

  When you initially contacted us, your primary concern was the low Spanish grade. Due to technical issues with **** earlier in the year, the principal worked with you to accept assignments from your student that might have been impacted and adjusted his grade accordingly. Additionally, he granted leniencies in other courses:

  - Allowed an alternate test in Algebra I and excluded a zero-grade test, shifting weight to other assignments.
  - Accepted revised works cited pages for essays with missing citations.
     - These adjustments were evaluated by a teacher unfamiliar with the student's work and graded according to school standards.

  Discussions over the phone and Zoom revealed that the student did not open the majority of teacher messages, which significantly impacted his performance as missing assignments remained zeros in the grade book.

   Given the current school year status, accepting further work for 2022-2023 is deemed inappropriate. An updated transcript will reflect final grades within two business days. At present:

   Your student's courses are available on Ignitia through August 14, 2023. Teachers are no longer available for support, and only the content will be visible.

   His Flip account remains active, with a password reset option if needed.

   Though we are committed to a prompt response to your BBB complaint, we remain willing to collaborate on a final resolution to this issue.

   Please continue corresponding with the ****************** Thank you

  

  Business Response

  Date: 08/23/2023

  Dear ******************,

  As our Headmaster mentioned in his last email correspondence with you, please see the attached email thread which has the details of the findings from his audit. We have included the spreadsheet with additional details which is also linked in the email. We look forward to hearing from you and working toward a resolution.

  Best,

  Enlightium Academy Administration

• Initial Complaint

  Date:05/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This was the worst school I have ever had my child in, He was not getting the help he needed when asked, he had to go to ******* to learn how do stuff. never got any "weekly updates" they were supposed to give me, nor did I ever get any information about what was going on. And whenever I tried to contact anyone, I never got an answer back. And now their trying to charge me $250 for a termination fee.

  

  Business Response

  Date: 06/16/2023

  Hello *****,

  We apologize for the confusion with the cancelation policy. We have reviewed the internal communication and determined that the cancellation fee should be waived due to the experience you had and so have initiated a full refund (see attached). We are investigating internally to find the appropriate training opportunities and process updates to avoid future confusion with this process. If you have time to reach out to us to discuss your experience in more depth to help us understand how we can improve, please email *********************************** with your information and a good time to contact you and a member of our administration will be in touch.

  Best regards,
  ******