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:09/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Went to renew our yearly subscription and our page was shut down so we could not renew for another year. Called Time 4 learning to resolve the issue on 9/21/23 around 9am. They stated we had missed our renewal date by one day. I disputed this since it is marked on our calendar and we pay every year on this date. I requested to speak to a manager that could help us resolve the situation and let us renew our subscription. The attendant would only state no one was available. After it was clear the call could go no further the attendant told me we would be charged the same amount if we logged in and renewed all over again. When i did this i was charged 100$ more. We are frustrated that the customer service was so poor and that no upper management would talk to us in the call center. We are also upset that we were told there would be no additional charges and are now being charged 100$ more a year.

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I canceled my subscription and have not logged in since April 2021. We have repeatedly called to cancel but they refuse unless we send an email from the email address listed. The email was made to keep home school material separate from personal material and no longer exists and we no longer have access to it. We were charged $767 total, $34.90 monthly, unless we filed a stop payment with our bank. This business, although good for home school, is a classic internet scam when it comes to billing.

  Customer Answer

  Date: 05/04/2023

  Transaction history for Time4Learning from our bank account. It was not used since April 2021. We do not have access to the email used for the account so they refused to cancel it several times. 

• Initial Complaint

  Date:01/23/2023

  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.

  I had a 6-month subscription with Time4Learning that was paid for through my son's school. When the account was close to expiring, I received an email from the company notifying me. It also said that subscriptions would AUTOMATICALLY cancel once they expired (Please see the attached image of the email). So after reading that, I assumed that nothing else needed to be done. However, over 19 months later, I realized that my CC had been getting billed every month. I contacted them and asked for it be refunded, but they said they could only refund 4 payments. They said that they had sent me an email notifying me that billing would continue, but I couldn't find that email in my inbox anywhere. It may have gone to my junk folder, so I would never have known. Based on the last email that I read from them over 1.5 years ago, I would have assumed that the account was ending.

  Business Response

  Date: 02/10/2023

  The customer had an account paid for by her school from 3/5/21- 6/6/21. The last email regarding the account expiration was sent on 6/6/21. We received a call from the parent on 6/8/21 where she provided a credit card to convert the account to our monthly payments which are recurring until parents request cancellation. An email was sent on 6/8/21 confirming the credit card update along with a receipt of the payment (attached). While Time4Learning does not monitor the usage of accounts, we are able to confirm that the student listed was using the account until 6/23/22. Here are our terms of use. ************************************************************

  The account has been refunded 4 payments. Time4Learning understands that things happen so we are more than happy to refund another 4 payments dating back to June of 2022. We have attempted to contact the customer twice unsuccessfully and left voicemails.  Please feel free to call us at ************ and request a supervisor so we can work together to resolve this.

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Time 4 Learning has been charging my account $20 a month for the past 42 months after I attempted to cancel their services. I have not used their service for 4 years! I contacted them and they only refunded me 4 months which they claim is the *** they can do. They are thieves, tasking our money for services that were not used.

• Initial Complaint

  Date:09/26/2022

  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.

  Representative ***** and ****** refuse to assist with Time4Learning updates to activity planners as I request, although representatives have assisted with no problem in the past. These representatives both dismissed my request and refused to allow me to speak to a floor supervisor as requested. This company's practices will be considered deceitful if it provides a service that has technical support and customer service which is useless to consumers with no fault of the customers but failed to update the system software regularly. I would like for this to be resolved with the appropriate authority and better training is needed for representatives of this company with regards to communication being free of facetious dialogue and passive-aggressive language. I was even told by ****** that she was too busy to assist me at this time due to her need to help other customers, which was a big disregard for my needs. I pay monthly for this service and I deserve a level of equality from this company which they fail to provide.

  Business Response

  Date: 09/27/2022

  Time4Learning provides an online automated curriculum.  The parent dashboard offers tips and help in how to use the various extra, optional tools we offer subscribers so they can use the curriculum in a variety of ways. The activity planner is one of the tools that we provide for parents who wish to setup a specific weekly schedule to keep their students on track to finish selected work in a particular time frame
  With regards to this account,we did assist the subscriber back in June with setting up the planner as our system, at that time, was experiencing a few glitches with saving information correctly and we had to get our technical team involved.  Those issues were resolved, and subscribers have been using it successfully for many months.This subscriber did recently contact us via phone as she had made changes to her students grade level and wanted to set up a new activity plan. In reviewing the phone conversation, our **** ***** did try to assist by offering to walk her through how to use the planner so she would be able to use the tool herself in future.  The subscriber refused and wanted us to create the plan for her since we had done it before. ***** explained that in general we are not able to offer this type of service and our reps are there to help parents be self sufficient using the automated system and tools.  In subsequent calls, she was told the same thing. In a more recent call, one of the reps did assist with setting up the planner and has tried to call the subscriber several times, has left a voice mail and has not had a response.  Unfortunately, we are not able to offer this type of service on a regular basis. Time4Learning tries to keep our subscription prices low for our subscribers and we simply are not staffed to perform these types of tasks that subscribers are able to use for themselves.

• Initial Complaint

  Date:08/22/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Have cancelled membership and requested my students names be deleted from my account but T4L refuses. States account is not active so that should be good enough. They are still listed under my account and I dont understand why they wont delete them. I dont want my childrens names in a database for an app I am not using.

  Business Response

  Date: 08/22/2022

  Hi,

   

  I looked into the correspondence related to this account and Time4Learning is not refusing to remove names, we just don't have an easy way to do it and encouraged the subscriber to let us know if our explanation was not acceptable and e would see what we could do.  Our accounts are limited to 10 students per subscriber email address, so to be sure we don't ever add more than 10 we are not easily able to delete them. The accounts are secure and only contain names and no other PPI.  I have changed them to initials .I hope that is acceptable.

  Customer Answer

  Date: 08/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I have also attached the email where I was told they couldnt be deleted. I was not encouraged to let them know if this wasnt acceptable. Just to let them know if I had other questions. 
  
  Sincerely,
  ***************************