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:06/05/2023

  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.

  No way of contacting the company-recording that there are technical errors for not having class meeting(s) or answering the phone at customer service,

  

  Business Response

  Date: 06/22/2023

  At the time ******* tried to reach us, we were experiencing a server issue which prevented us from answering our phones and prevented her from accessing our Program Website.  Classes were running on schedule and Milah has been attending.  Once the server issue was resolved, a CS Supervisor reached out to *******, and helped her access our Program Website once again.

• Initial Complaint

  Date:04/20/2023

  Type:Product 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.

  Good day, I called the Institute of reading so that my son could be a part of their program. My son took part in 2 session and 1/2. He did horrible with the online program. I had a supervisor call me back and no one wanted to refund me my money.I just want my money to be credited back to my card. My son had a pre schedule surgery on one of dates. He missed a course. I told the lady on the day register. I couldnt get a make up date. If youre African American single mom. Dont do this they will steal your money. Horrible organization. I would not recommend to anyone. I wasnt requesting a full only the remaining 2 weeks.

  

  Business Response

  Date: 04/27/2023

  To address the customer complaint regarding ********'s son, we acknowledge that when ******** enrolled her son on 3/8, she informed us about his surgery coinciding with ****** 3. The agent she spoke to assured her that the ****** could be rescheduled; however, the makeup session was not scheduled immediately, and available spots were filled by other students.

  
  On 4/12, ******** called to arrange a makeup ******, and a supervisor contacted her the next day, offering to move her son to a new class or provide a refund for the missed class. ******** chose the refund and received $43.25 on 4/13. No other concerns were raised at that time.

  
  ******** contacted us again on 4/19 to cancel the program. Another supervisor spoke with her on 4/21 and suggested her son complete homework between classes, utilize one-on-one help, consider the self-paced program, or receive a credit for future programs. ******** declined these options. After reviewing with management, we refunded $86.50 for the unattended ******s due to the unusual circumstances.

  
  We have made several attempts to inform ******** about the refunds via voicemail but have not received any callbacks.
  

  
  

• Initial Complaint

  Date:12/05/2022

  Type:Sales and Advertising 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.

  Good day, I called the Institute of reading so that my grandsons could be a part of their program. However, the dates that they had were while we were out of the country when I realize that I immediately called back and told them to cancel the program because it wasnt gonna work for me because it is online, I had a supervisor call me back and no one wanted to refund me my money back we never use the program and its just been a back-and-forth thing. I just want my money to be credited back to my card. Theres nothing for me to return to them because we receive nothing .

  

  Business Response

  Date: 12/19/2022

  ***** enrolled her 2 grandsons in our Summer 2022 programs starting 6/13/22 on 5/9/22 and books were shipped to her on 5/24.  She called over two weeks past her refund deadline of 5/19/22 on 6/3 requesting refunds as she was concerned she would not have the time to help her grandsons complete the program.  She spoke to a CS Supervisor who let her know that she was calling 2 weeks past her refund deadline, so refunds were not an option.  The Supervisor reassured her, urged her to reach out to their teacher when the program started, and let her know that we could arrange a makeup class for ****** 1 when ***** had a calendar in front of her. The supervisor reached out to ***** on 6/6 and 6/7 in an effort to arrange the makeup class.  On the start date of class 6/13 ***** reached back out to the Supervisor leaving a message indicating that she wanted to cancel after all and was prepared to send the books back.  She stated that there were family dynamics going on that she did not want to reveal.  On 6/14 the Supervisor and ***** spoke and the Supervisor offered ***** a Letter of Credit for each class so that her grandsons could take a program at no cost in the future.  ***** was happy with the Letters of Credit.

• Initial Complaint

  Date:07/02/2022

  Type:Product 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.

  On 5/31/22, I enrolled my 3 daughers in the online summer reading program from this company. On 6/20/22, I emailed the company stating that my children could no longer attend this program (it was due to start 6/26/22). My work schedule suddenly changed, and I was no longer able to sit with them at the times we had registered to assist them with the online class program (one of my daughter's is autistic with ADHD and has difficulty focusing). On 6/21/21, an employee of the company called back and stated she would "see what she could do for me" in regards to a refund. It is now 7/1/22 and I habe not heard anything back. I would like a refund for my 3 daughters which amounts to $721.74. I asked for the refund before classes even started, and now classes have started and I have not heard back.

  

  Business Response

  Date: 07/28/2022

  ******* is a repeat customer who first enrolled her three daughters in our programs in the Summer of 2021.  She enrolled all three again for our Summer 2022 programs on 5/31/22 and received our materials shipments on 6/11.  ******* emailed customer service a  week and a half past her refund deadline of 6/10/22 requesting a refund due to conflicts and time constraints.  *****, a ******** Service Supervisor, followed up with her by phone.  ******* told her that her work schedule had changed so that she would no longer be able to sit with her daughters during the class meetings.  ***** assured her that it is not necessary to attend class with her children as they are old enough to attend without supervision being enrolled in our 4th and 6th grade programs.  ***** also offered a variety of alternate schedules and told her that we also offer makeup classes.  ******* told her that one of her daughters in the 4th grade program has special needs and does need ******* to sit with her during class.  ***** told her that in that case we could likely make an exception and provide a refund for her daughter with special needs but that refunds were not an option for the other daughters who could still attend.  ******* told ***** that she did not want them to take the program this Summer as she likes to be involved.  ***** then offered Letters of Credit and explained that she could use them to enroll in a full program in the future for any of her children.  ******* told ***** that she was not sure when they would be able to use them.   ***** gave ******* her contact information and told her that she would reach out to her in about a week to confirm if we could make an exception and provide a refund for her one daughter.  ***** had not yet reached back out to ******* nor heard from her when she made her complaint on 7/2.  After the July 4th holiday, ***** left numerous voicemail messages and sent ******* an email after not hearing back from her.  Nancys plan was to provide a refund for her one daughter and offer to move her other daughters to our Self-Paced Program which students can do at their own pace without scheduled class meetings.  ******* replied to Nancys email letting her know that she had received her voicemails and had gone to the BBB to get this resolved.  She wrote that the only way to resolve this is with a full refund.  While a refund is not available for Melanies two daughters who do not have special needs, we are able to offer a number of alternatives.

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17514284
  
  I am rejecting this response because:I am requesting a full refund. 
  
  Sincerely,
  
  ***************************