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:03/14/2024

  Type:Sales and Advertising 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.

  This is an issue with my sons prior school. Between personal payments made by my family and a scholarship my son received, they were overpaid by $2325.76. This overpayment occurred on September 14, ***************************************************************** to try to issue a refund. Once I made aware of the full scope of the situation, I reached out to them in an attempt to get a refund. Ultimately after some back and forth communications, I was told by *************************** that I would contacted during the first week of March 2024 to either pick up or have the refund check mailed to me. Following that email, my subsequent email and phone calls have been ignored. I leave messages and no one returns my phone calls.

  Business Response

  Date: 03/15/2024

  ******************

  This is in response to the BBB complaint you filed.  First, your son never received services from Kaleidoscope Interventions, so I am unsure why you are filing this complaint against a therapy company. Kaleidoscope Interventions has never had your son as a client, nor has Kaleidoscope Interventions billed or received any monies from you.
  Now your son did attend Puzzle Box Academy from July 10, 2023,through August 22, 2023.  This is a completely different company. Regarding Puzzle Box Academy to say that I was not in communication is a complete fabrication. Not only did I respond to you via email, but I also had Ms. ******* *************** and Mrs. ******* reach out to you and discuss your account.  Ms. ****** is the administrative officer of Puzzle Box Academy and *************** and Mrs. ******* are part of our finance department.

  In the state of ******* this year all families and providers of the state-funded scholarship (Step Up For Students)  had to utilize their new web-based system as well as the new policies.  In this new system, the schools no longer bill every quarter.  Schools are required to enroll students, the parents approve the student as well as the tuition amount, and then each quarter the funds are supposed to be disbursed to the school automatically.   This process has not been as smooth as they predicted. Puzzle Box Academy has kept families informed from the beginning regarding the concerns of missing scholarship monies that were coming out of the student's account and never being sent to the school.  This was not just our school but all schools in the state of *******. In addition, random amounts of money were funded in each family's scholarship by the state. Again, we have been very transparent with our families.
  
  When you brought this to the school's attention, we had not yet received the funds that were supposed to be deposited in the school account and I advised you directly that until I could verify the funds were received I could not audit your student account for any overpayments, as you stated that we were funded 1st and 2nd quarter.   Once those funds were received, I confirmed with you that we would receive the payments and an audit would be completed.   Once the audit was completed then we had to get written permission from the state-funded scholarship to refund the overage to you and not return it to the scholarship. We just recently received that written approval, less than 5 days ago.  We are a school, and we cannot just write checks, there are processes and procedures that must take place to ensure accountability for every dollar to ensure compliance.  Every year we have an outside CPA complete an AUP audit on all financials.  This is a requirement of the state-funded scholarship. That being said, your overpayment will be processed and refunded to your state scholarship. 
  

  Sincerely,
  ***************************

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21434646
  
  I am rejecting this response for the reasons stated below. I was under the impression I had to make a direct response back to ******************************* so I prepared my response to reflect that. I have also attached the email she sent me. My response is as follows:

  To ***************************:
  
  I can sit and write a very detailed account of my ongoing attempts to address this financial matter with you, both by messages and phone calls, but based on your last correspondence (as per BBB), you would find a way to circumvent the truth or facts.  Therefore, allow me to cut to the chase.
  
  My sons annual tuition was $20,850.00. This broke down to $1,737.50 per month spanning over 12 months. From July 10, 2023 to August 28,2023, Puzzle Box Academy, which is under the auspices of Kaleidoscope Intervention of Orlando, was paid $5,050 by check from our bank account. The breakdown is as follows: 
  
  $1,737.50 - July 01,2023
  $1,737.50 - August 01,2023
  $1,575.00 - late August 2023 (30 day penalization for withdrawal)
  
  Based on the fact that we paid out $5,050, I thought that you were going to do as Step Up had told you to do and refund us from the monies we paid out. I have been told that once a student is in attendance for 10 days in any quarter, Step Up is legally obligated to pay the school. Your company, however double dipped and continues to do so by not releasing my money in the amount of $2,325.76
  
  The last correspondence you had with me was on February 28, 2024 at 11:20pm and it supported my understanding that you would repay the excess money that was paid out by the ****** family, not money from Step Up For Students.
  
   As per your last communication, you stated (your own words to be clear): 
  
  
  I just wanted to let you know that at 9:01 PM tonight, I finally received the authorization from our Step Up for Students that we can reimburse the overage on your account. Tomorrow I will work with the finance team to submit for payment. Im hoping by the next week we should have a check that you can either pick up or we can mail. Once either I or Mrs. ************************* has the check we will reach out.
  
  I reached out to Step Up For Students earlier this week and they had no record of you processing my refund through their portal or sending in a check. Can you tell me when I can expect to be refunded for the overpayment of $2,325.76? This issue has been going on since last year. The school year is drastically winding down and I am yet to receive my money.
  
  Your words have not been reliable but I am hoping that you will be professional and do the right thing.
  
  

  Sincerely,

  
  **********************