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Business Profile

Language School

ILAC - International Language Academy of Canada

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/07/2024

    Type:Product Issues
    Status:
    Answered
    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.
    I paid $1870 to ILAC for 16-week lessons for ** ********** on 2024/05/22. After ** ********** took 4 days of lessons, I emailed ILAC on 2024/05/30 to notify them that I wanted to drop and requested a refund. On 2024/6/6, they emailed me saying the refund would be $1144 and provided the calculation method. I disagreed because such a calculation method was not listed in the refund policy of the website when I paid and it was interpreted arbitrarily in favor of them. I emailed them several times giving reasons why it was unfair, but they kept directing me to other colleagues. Besides, I have not received any refund (even the $1144 they said I am entitled to) within 30 days, which was promised by the refund policy on their website. On 2024/07/02, I read Ontario's Consumer Protection Act and realized it was "unfair practice" and I could get a full refund according to ***************************************************************************  Personal information of the supporting document was removed as per the requirements of BBB’s Complaint Submission Terms.

    Business Response

    Date: 08/08/2024

    Dear Better Business Bureau,

    Thank you for bringing ***** ***** concerns to our attention.

    After conducting a thorough investigation, we found that the refund process did indeed take longer than our standard 30-day timeframe, which is not in line with our commitment to timely service. We also acknowledge that the student was unaware that, due to her cancellation within the first week of enrolment, the regular tuition fee per week was applied instead of the discounted rate for her originally planned 16-week course.

    In light of these circumstances, and to address any inconvenience caused by the delay, we have decided to approve a full refund. The student can expect to receive this refund within the next week and we will communicate this with the student as well. 
    If there are any further concerns, please do not hesitate to contact us.

    Thank you. 

    Best regards, 
    ** ****
    Director of Operations, Toronto

ILAC - International Language Academy of Canada is NOT a BBB Accredited Business.

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