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:04/11/2024

  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.

  The Service provider was supposed to provide 119 Tution clasess( 1-hour) classes for duration of 13 months ending in June 30, 2024.Amount of $1549 was paid for this in advance.Arbitary end dates for ***** set at critical juncture when kids exams are happening and 30+ classes are still due with out any refund,I am forced to subscribe for another year subscription for these classes to be re-instated. When I speak to representative fictictuous names are used.

  

  Business Response

  Date: 04/17/2024

  Dear Team,
  
  I would like to revert to the complaint filed against us.  Here is our side of explanation on service:
  
  Firstly, we provide only one on one sessions and no group studies. He is not new customer and renewed the plan twice. He enrolled his first Aidanchild with us post agreeing to all the terms and paid for Yearly Plan  $1549.99 with one Free month as a bonus totaling 13 months validity on 31.5.2023.
  
  Secondly, he requested to adjust the plan as ***** "his first child"  wasnt able to utilize all plan benefits.We agreed and as an exception created a Free Account of his second child by the name ****** with full services and adjusted validity of 3 months after his consent.
  
  Post adjustments;Aidan Plans validity updated as June 1, 2023 April 10, 2024 =Validity 10 Months and 10 days and ****** Plans validity updated as Nov 03 2023 - Mar 22 2024 = Validity 4 Months and 22 days "The same information had been updated in the system". Therefore,basis his first plans terms he should get 13 months validity instead we provided 15 Months as a goodwill gesture.
  
  As an exception and mutual agreement, we created one Free Account and provided him with 15 months validity against 13 months as promised at the time of renewal. However, he was  unable to use all the sessions basis agreed and discussed terms and validity.
  
  Our all plans come with a validity and refund policy abides basis the validity only. I have enclosed the terms for your review: **********************************
  
  Additionally, we are still tried to adjust and wants to keep the relationship extended; As a last exception, we were providing him with one month additional validity and requested him to complete all the sessions within the assigned time i.e., by April 22, 2024; However, he denied any offered adjustments.
  
  As per our set norms of One on One tutoring we serviced him with 2 kids at the payment of only one child exceptionally. We are disagreeing to his claim of fraud and refund; instead we are liable to get an additional charge in the amount of $999.99 - Quarterly Plan, for which the account was created Free for his second child.
  
  Please find attached communication proofs to justify the facts:
  
  Looking Forward!
  

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21563326
  

   

  I am rejecting this response because:

  The emails are are post generated. And the only email  got is the receipt of the payment. 

  As I said and before and I stand by the fact that I paid for 119 1-hour classess across 13 month classes starting June 2023.

  No where in the contract it stipulates that it it for 1 kid. I asked this before and during the payment and I was told that the classess can be split between multiple kids. (in this case 2)

  The website does not have any procedures and rules in place that indicates the company polices (asked this couple of time during calls).

  Pleas provide the details of "*****". Who is he ?  

  I would like BBB to audit the practices employed by the company and provide an unbiased opinion.

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

  

  Business Response

  Date: 04/19/2024

  Hi Team,

  Greetings from Vnaya.

  We have already submitted all our evidences and proof on this case.
  Where we have simply informed and discuss the case with ****** (Father / Complaint)

  This is our final submission explaining the rejection, and we rest our case on the jury to decide now.

  Customer Answer

  Date: 04/20/2024

   
  Complaint: 21563326
  
  I am rejecting this response because:

  Absolutely I would like BBB/jury to give opinion.
  

  Principally the way the business is conducted is not correct.
  
  No parent should go through the agony of the tutoring suddenly being stopped just before the exams of the kids. 
  
  I have had numeros calls and only evidence is the screen-shots. Again these are current screen-shot...before the site was not functioning properly at all (attached screen shot with timestamp
  
  There is no formal email with disclosure on company polices and contracts. The only email is receipt of the payment. (attached with timestamp).

  Further when you call the company fictictuous names are used.

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