Complaints

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• Initial Complaint

  Date:25/09/2024

  Type:Billing 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.

  -July 8, 2023: Enrolled son in Fine Arts Portfolio course at Can-Star Secondary (****************) and paid $3,000. At the time of enrollment, we contacted Can-Star Secondary directly. Later found the course unsuitable, requested withdrawal; informed no refund, but balance could be transferred to English tutoring.Agreed to switch to English tutoring, but class location changed to ***************************************Asked about the change; was told Can-************ rented space at Can-Star Secondary and was not officially affiliated. This was never communicated, and I had chosen it believing it was a reputable school.July 15, 2024: Son began remedial English classes.September 6, 2024: Son started Chemistry classes.During Chemistry, son brought school revision questions, asked ***** (teacher) to help prepare for a test.Son later found many of Allans answers were incorrect.Contacted **** who initially defended *****, claiming he had a chemistry degree and the issue was my son's English proficiency.Sent *** a comparison of Allans answers vs. correct answers from school.*** admitted ***** made mistakes.*** offered to refund the Chemistry ****** cost and any remaining balance.Requested a full refund of $360 for ******* class; *** agreed over a recorded phone call.Afterward, *** messaged that a refund was not possible, contradicting her earlier statement.Played the recorded conversation for **** and she acknowledged the refund again.Minutes later, *** messaged that her superior had decided no refund would be issued. She also accused me of threatening her during the discussion.

  Business Response

  Date: 16/10/2024

  Dear ****** **, 
  
  Thank you for sharing your feedback with us. We take all concerns seriously and have made every effort to address your issues in a respectful and professional manner. I would like to take this opportunity to clarify a few points regarding your experience.
  
  Your child initially participated in a five-day trial art course in August 2023, where you expressed satisfaction with the teachers instruction. Following this, you enrolled in a three-month program in September, with the understanding that the fee was non-refundable after 15 days from the start of classes, a policy that was clearly communicated and agreed upon at the time of enrollment. Despite this, you requested a refund in May, several months after your child had stopped attending classes. We reiterated our refund policy and provided documentation to that effect.
  
  As a goodwill gesture, we refunded you CAD $1,560 for future classes your child would no longer be attending, even though it was not required by our policy. According to our records, this refund has already been processed in September and credited to your account before October 11th. 
  
  Our office manager, **** offered to refund the classes that had already been attended. However, upon discovering that the conversation was recorded without her consent, she felt it necessary to reconsider her initial offer. While *** acknowledged the potential for a refund during the conversation, she was subsequently instructed by management to adhere to our refund policy after the full context of the situation was reviewed. As such, we maintain that the refund for the attended classes cannot be processed, as it is not aligned with our established policies.
  
  Regarding your concerns about the teachers qualifications, we want to emphasize that we have provided multiple pieces of documentation of the teacher's credentials, and there are written records of your acknowledgment that your child was satisfied with the teacher's instruction. We also promptly addressed your concerns during our communications on September 13, 2023, within six minutes of receiving your message. Despite the incomplete information provided by you, we thoroughly investigated the issue and processed a refund for the class in which an error occurred in the practice solutions provided by the teacher. We are happy to provide the entire conversation log to help address the issue more effectively.
  
  If you still feel dissatisfied, we respect your right to file a formal complaint. However, we kindly request that you cease making false accusations and personal attacks against our teacher, as we have made every effort to resolve this matter professionally. We remain committed to delivering the best experience for all our students and families, and we regret that this situation has caused frustration. 

  Regards,

  Can-*****************;

  Customer Answer

  Date: 31/10/2024

   
  Complaint: 22320045
  
  I am rejecting this response because:

  Hi,

  
  

  Thank you for your response. 

  
  

  First of all, I want to emphasize that Im not to make unfounded accusations or personal criticisms of the teacher. I am simply aiming to present the facts objectively.

  
  

  I am writing this letter to express my concern regarding the teaching quality of  *****, who has been providing tutoring for my son ******* in preparation for upcoming exams. Unfortunately, I have noticed that the tutor has made several significant mistakes during the lessons. Specifically, out of ****************************** a recent session, 7 of them were answered incorrectly by the tutor. These questions are directly related to the upcoming exams, and such mistakes have had a serious impact on Charlies performance and understanding of the material.
  
  As ******* is currently in 12th grade, time is of the essence. The errors made by the tutor not only wasted valuable time but also potentially hindered ********* progress and confidence in their studies. When I raised these concerns with Jie, the response was that these errors were due to simply misreading the questions. However, with such a high error rate, I am left questioning whether this is truly a matter of oversight or if it reflects a deeper issue with the tutors teaching ability.
  
  I hope the school takes this matter seriously. Given the negative impact on Charlies learning and the high frequency of mistakes, I request that the school provide a refund for the sessions already conducted and any that have not yet been completed.
  
  Thank you for your attention to this matter. I look forward to your prompt response.
  
  Best regards,  

  ****

  
  
  Sincerely,
  
  ****** **