Complaints

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• Initial Complaint

  Date:02/21/2023

  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.

  Due to my illness, I was not able to do one of my courses. (The course was paid 100%). American School wanted for me to pay again unless I provided a doctors letter saying the reason why I was not able to complete my courseAnd if I did I wouldnt have to pay again. I provided a doctors letter with everything they asked , and they still refused to let me finish my courses so that I can get my diploma. I feel discriminated against. I want to finish all my credits so I can finish and get my high school diploma.

  

  Business Response

  Date: 02/22/2023

  American School has reviewed the student's history in this matter and wishes to provide the following information.  The student enrolled in our online health course on June 10, 2021 and paid in full at that time.  Health is a semester course, which means the student has six months from the date of enrollment to complete the course.  In this case, the student's enrollment was set to expire on December 10, 2021, and the course should have been completed by that date.  On September 9, 2021, the student's mother was informed that the student needed to have 50% of the course done with a passing grade by December 10, 2021 in order to be eligible for an extension.  A letter stating the student's medical condition was also required.  American School did not receive any such documentation by December 10, 2021, nor was the course even begun.  On January 10, 2022, the student was notified that American School needs a doctor's note in order to consider *****ing a 3-month hardship extension and if no note was received then the student would have to re-enroll and pay again for the course.  On April 21, 2022, the student contacted American School and said he sent a doctor's note more than a month ago explaining his disability and why he cannot work on the course.  ******************** and email accounts were checked and no doctor's note was received.  On May 17, 2022, American School received a call asking about the doctor's note, and again we checked multiple departments and email accounts and no doctor's note was found.  On November 4, 2022, the student's mother wanted to send a doctor's note and was not that a doctor's note would  not be accepted at this time because nearly a year had passed since the student's original course completion date of December 10, 2021.  The student's mother explained he was very sick and could not do any work, and American School staff members expressed concern for the student's health but reminded the student's mother of the terms of the enrollment application which was signed and submitted on June 10, 2021.  The terms and conditions clearly state the School's refund and extension policy and what must happen for refunds or extensions to be *****ed.  On November 8, 2022, the student and his mother submitted a doctor's note and requested a call with the principal's office to discuss the situation after again being told no extension would be *****ed.  On November 9, 2022, the student called again and was told no extension would be *****ed for reasons outlined above and on the enrollment application which was signed at the time of enrollment.  On December 20, 2022, the student's mother called again about an extension which we again told her we cannot ***** because the student never started the course and his enrollment expired.  Although American School feels sympathy for the student and his  health issues, the terms of the enrollment contract he signed must be followed.  The student did no work during his original six month enrollment period, and during the time when a doctor's note could have assisted him in getting an extension, no doctor's note was received by American School.  Per American School policy, the student must reenroll in the course and pay for it again if he wishes to complete it.  The student is paying for a license to take an online course, and licenses have expiration dates which must be followed.  American School believes it did everything possible to assist this student and did not discriminate in any way.  Thank you.