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Business Profile

Language Training Aids

EF Education First, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Language Training Aids.

Complaints

Customer Complaints Summary

  • 18 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/17/2023

    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.
    In May of 2022, we signed up for an educational trip abroad for my teenage daughter through her school at a total cost of $6630. The Group Leader canceled the trip without input from any of the travelers. I called to request a refund and was told the amount paid to date ($4260) would be reduced by $560, including $165 Travel protection, $95 deposit, and $300 cancelation fee. I told them that I did not agree with the cancelation fee because we were not canceling the trip. The decision was completely out of our control. I then asked to speak to a manager. The customer service representative refused to let me speak with a manager and stated that managers do not speak with customers on the phone, I would have to send an email. He rudely added "you can email them if you want but they are going to say the same thing I just said". The Manager's response to my email restated what the representative said. I again stated that I did not agree with the policy because we were not canceling the trip. The Group Leader canceled it. I also restated that their policy to not allow customers to speak with managers was horrendous. Instead of them holding the $4260 dollars we paid to date and continuing to withdraw $595 from our bank every month, I agreed to the refund reduced by the non-reimbursables and fees. I am willing to forgo the $95 deposit and the $165 travelers insurance. I do not feel we should pay the $300 cancelation fee since we did not cancel the trip. It was canceled without our input or concurrence. Furthermore, their policy to refuse telephone contact between customers and managers needs to change. This company advertises customer service. This policy is in direct conflict with that policy.

    Business Response

    Date: 01/25/2023

    Thank you for reaching out. We're sorry to hear the group leader is no longer moving forward with leading the Journey Down Under tour. We do have a standard cancellation policy, which you had agreed to upon enrolling Makenzie. You can review our standard cancellation policy in our booking conditions at www.eftours.com/bc. Group Leaders are able to make decisions on behalf of their travelers, including but not limited to changing the groups requested tour or travel date. If a Group Leader cancels for any reason, generally he or she will be asked to assign a new Group Leader. Any travelers who cancel at this point and choose not to travel with their replacement Group Leader, or if no replacement Group Leader is found, will be subject to EFs Standard Cancellation Policies. At EF, we begin planning our tours as soon as the first traveler enrolls to ensure the highest quality service at the lowest price. For example, our staff work to vet, negotiate, and book large volumes of flights, hotels, and entrances for groups long before the tours ever depart. Many of these are at a group booking level which is subject to different cancellation rules than typical consumers. After reviewing your account, I see you were working with ******* directly for an expedited refund. 




    Customer Answer

    Date: 01/25/2023

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    This response does not satisfy my issue. It simply restates the bad policy regarding fees for cancelations outside of the traveler's control and it does not address the bad policy for refusing customer requests to speak to a manager. Additionally, I have not received a full refund. As of today I have received $3105 of the $4260 paid. Even if the company refuses to refund the $300 cancelation fee, $165 ******************** and $95 Deposit, I am still short $595 dollars. 

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    *******

     

     

    Business Response

    Date: 01/26/2023

    Hi there. As explained by the manager you were communicating with directly via email, *******, your last payment of $595 was still pending at the time of your email exchange. The payment has since processed and is a pending refund on the account. You can see this on your online EF secure site, too. You will get an email confirming the amount shortly. If we are able to electronically refund this, the email with confirm the payment method on file. Should we not be able to electronically refund or you would like to opt for a check refund, you can choose that option through that email. 

    Customer Answer

    Date: 01/26/2023

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    Thank you,

    I understand the status of my refund. However, the payment was removed from my account on 4 JAN and I have not received the full refund. Therefore, my issue is not resolved. Furthermore, my request to waive the $300 cancelation fee on the grounds that the policy is unfair to customer who have no control over trips being canceled has not been satisfied and my complaint that the policy to refuse customers telephone contact with managers has not been addressed. I can not, in good faith, accept the response from ETF until all three of these complaints are satisfied. 

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    *******

     

     

  • Initial Complaint

    Date:12/12/2022

    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.
    Our schools had to cancel with ** due to low participation. Our school system staff and other parents attended a Zoom meeting where *********************, the ** staff person hosting the zoom assured the teachers and parents that a full refund will be given if school cancellation occurred. The school cancelled today and ********************* from ** emailed that he was taking fees out of my refund. The refund due to me is $1,199.00. ** email today that they were taking fees out of refund which left me $79.00. I checked their ******** page and online reviews and this practice has been done to hundreds of parents and teachers. ** cant be reached easily and promised me that they would cal me today. I have heard nothing and need my money put back into my checking account. There are hundreds of reviews and comments on ******** complaining of same problems. ** has a history of committing fraud against schools and families.. The teacher has also been denied her refund

    Business Response

    Date: 12/20/2022

    Thank you for reaching out. Based on the notes on both your account and *******'s account, in addition to communication logs for the tour, I see an exception was made due to this unique circumstance and the refund amounts have been amended for your accounts. You can see this information on your online EF secure site. 

    Customer Answer

    Date: 01/04/2023

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    I did not get a refund yet ?? Company stated they **** refund me from October Changes but has not yet 


    Business Response

    Date: 01/24/2023

    Thank you for reaching out. After reviewing your accounts, I show an electronic refund was processed to the card on file on 1/12/23 for *******'s account and an electronic refund was processed to the checking account on file on 1/12/23 for *****'s account. You can see this refund on both online accounts. Please reach out to your bank directly regarding these refunds. 

    Customer Answer

    Date: 01/24/2023

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    *****

     

     

  • Initial Complaint

    Date:12/09/2022

    Type:Product 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.
    I purchased a language course for my daughter to attend a language course to **** ****** for June 2022 in the amount of ********. (Paid in Full). Due to medical reasons she was not able to attend. On June 16,2022 I cancelled her trip. Per EF Education First I would be refunded the full amount minus ****** for an admin fee. (Total refund of (********) . I spoke to *********************** with EF and he stated I would be refunded within 30 to 90 days, which I was not. After numerous emails phone calls to EF and *********************** in September 2022 they sent me a form to sign with the amount to be refunded, this form was not sent to me in June when the trip was originally cancelled. I keep getting the run around from *********************** and when I call there main office on Two Education Circle, *********, ************* ask for his boss he is always in meetings and never returns my call. They tell me that they do NOT HAVE A BILLING DEPARTMENT. This company has owed me since June 2022 my refund in the amount of ********. In fact my last email from *********************** that I would receive my refund by Dec 24, 2022. He even included If I Dont please let him know and he would help. I cannot believe that this company is legit. I have been dealing with this company since June 2022 for the money that is owed to me. I can also send you the numerous emails if needed. Thank you.

    Business Response

    Date: 01/04/2023

    Hi ***,

    I apologize for the delay with your refund. I have looked into it and your refund is still in process. I did not realize your course was paid online,which are international transactions with our European banks. These transactions take longer to refund than those that are charge by card over phone.

    I am continuing to followup on these transactions and will let you know once I have a final ETA. I am actively trying to get this resolved for your asap.

     

    best,

    *******

    Customer Answer

    Date: 01/05/2023

    Dear *******:  

     

    Your response is the same email you sent to me yesterday Jan 5,2023.

    As a reminder to you this is the same excuse you told me several months ago.

    I have attached the email that you sent to me also I cannot believe that when I 

    contact your company and ask for a billing department somehow EF Education First does

    not have one. I have been dealing with you since June ***************************************************

    No more excuses from you just refund the money that is owed to me.

     

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

  • Initial Complaint

    Date:11/28/2022

    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.
    I purchased the **** European Tour trip through EF Educational Tours for the Spring of **** via *********************************'s tour link. Prior to purchasing the trip - I contacted the Account Manager for the tour to confirm whether (or not) the trip can be transferred in the event of a relocation to another school/state. The Account Manager assured me that the district we were moving to does in fact have tours via EF Educational Tours, and she provided information on the 2023 tours available. She said the **** **** trip could be transferred to another trip - and suggested the 2023 ****** Trip with *************************. When I called EF Educational Tours to transfer the trip on November 11, 2022 - I spoke with ********* at EF Educational Tours. He refused to transfer the trip to the ****** 2023 trip since it was "in a different sales year". He said that I would need to use the $450 insurance amount plus another $95 fee to cancel the **** trip and then sign up for the ****** trip separately. When I asked to talk with a manager or leadership at the Company, he refused to escalate the matter. Instead, he said they would tell me the same thing and that it was a waste of my time to talk with anyone else. I said that I have emails from the firm representing that the trip can in fact be transferred. He did not care. Instead, he asked if I wanted to cancel the trip and since I did not want any additional funds pulled from my account - I said yes - but on the condition that the transfer issue needs to be reviewed and addressed. I followed up with an email to ********************** on November 11, 2022. I would like them to honor the representations made by ******* - and to refund all amounts paid to EF Educational Tours (including the signup fee and insurance amount). At this point, I am not sure that I am comfortable signing up for another tour since they essentially lied about being able to transfer to another tour

    Business Response

    Date: 12/23/2022

    Thank you for reaching out. Upon enrollment, you opted to purchase the Global Travel Protection Plus Plan. This insurance plan includes a Cancel for Any Reason waiver benefit which allows you the flexibility to cancel at any time prior to departure for a refund of everything paid into your account less the cost of the enrollment deposit ($95), the cost of the insurance plan ($460) and any other non-refundable items on your account (in your case, the $50 Manual Payment Plan fee).
     
    Cancel for Any Reason* 
    The Global Travel Protection Plus plan provides a refund of the Program Price (minus the cost of the plan and other non-refundable fees) if your child needs to cancel their tour up to 24 hours prior to departure for any reason. 
     
    Even without this coverage, there would have been Standard Cancellation Fees withheld upon cancellation due to the reservations that we had already started confirming for this tour. 
  • Initial Complaint

    Date:10/16/2022

    Type:Order 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.
    I booked a trip with ***************** in the summer 2021. The trip was to depart in July of 2022. I made monthly payments towards this trip for myself and one other ticket. Due to concerns about Covid-19 in ******** at the time we postponed our trip to ******** for a later trip with EF. Eventually we decided to cancel the trip entirely and get a refund for what I had paid minus any fees for cancelling and switching trip reservations. For each ticket I am owed $2,780.00. I received the refund for the ticket in my name electronically on June 2, 2022, just a couple days after I confirmed my cancellation with a representative. The other ticket holder and myself have called ***************** multiple times to cancel and set up a refund for the second ticket I bought. The first time, in mid-July of 2022, we were told that a check would come in the mail within a week. After a month of waiting we followed up and the representative we spoke to had no record of the refund being processed. We were told we would get the money electronically in a few days. Then we received an email explaining that we would instead be receiving a check in the mail within 4-6 weeks. We waited over 7 weeks before following up a third time. We were told there was an error on their end and that the check would be in our mailbox within a week, by Wednesday October 12th, 2022. We have yet to receive the check or any word from the company since then.

    Customer Answer

    Date: 10/27/2022

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    *******************
  • Initial Complaint

    Date:10/07/2022

    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.
    I had this trip planned for my daughter to go to **. When I made the trip commitment I did not know that we were going to have to cancel based on many factors. When I did call, they conveniently told me I had just missed the right to cancel period and could not get a full refund. The fact that they keep information and the fine print very difficult to find is completely shady and not a good business practice. The company that they use for insurance when purchasing trip insurance, seven corners, does not take claims seriously and I am still waiting for claim review after filing the claim in June 2022. Whatever happens, one of these companies must be held accountable and provide me a full refund of what I paid, not the portion they sent me. I have valid documented emails and reasons for the trip cancellation and they must be held accountable.

    Customer Answer

    Date: 10/17/2022

    I have not heard from the business in response to my complaint.

    Business Response

    Date: 10/20/2022

    We are sorry to hear your student will not be travelling.


    Our cancellation policy is outlined in our booking conditions which are signed upon enrollment and are applied equally to all of our customers. Our cancellation fees reflect many factors, including allowing ****************** to partially cover costs related to certain non-refundable payments to suppliers which are booked months, if not years in advance. It also takes into account the cost of the services for your tour that begin before you even sign up. The effort of your groups Tour Consultant, the fees for things that keep your account active such as the technology for the online account, the billing system, the payment processors, the staff on call to help answer questions from parents, the teams that work to find the best itinerary components for your group, the on tour emergency teams etc.


    All claims need to be made for a covered benefit. EF has no role in processing insurance claims and is not able to review claim decisions. You can check the benefits of your insurance plan here: https://www.sis-inc.biz/tours/****************/

    Customer Answer

    Date: 10/21/2022

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    In these times. With being a single parent and already being in the beginnings of an inflation and possible recession you should have a good faith policy and take into account a child's.mental health. A doctor note was provided and policy or not you have the ability to take a second look and as a business know you have that ability to use kindness and understanding above your bottom line. I do not want to hear about your contracts. I want you to do the right thing. You have the ability to do so and refuse to use good faith business practices. I will not give up with you or seven corners. Principle matters. 

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    ******

     

     

    Business Response

    Date: 10/26/2022

    We understand you are in a difficult situation. We have committed long ago that all of our customers would (and will) be treated the same so we are not able to make individual exceptions or review claims made to our insurance provider.  

    Customer Answer

    Date: 10/27/2022

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    The fact that the insurance company makes the decisions and does not take these situations into account is also a problem.  I want proof of what was signed and acknowledged regarding the fine print of the policy.  ************* is meant to never approve anything and I will continue with Seven Corners to appeal and appeal.  I will not give up with them.  Believe me, based on the reviews of that company I am not alone in my frustration.  Having a note from a Dr. regarding mental illness and how going on the trip would add to anxiety should be more that sufficient.  You and the travel insurance company do not care.  I want YOU to provide me with signed and acknowledged copies of my travel insurance and the so called fine print, which I believe was never made clear to me.  I see that this is all I am meant with regarding your position, but I will not give up on appealing the decision from Seven Corners.  

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    ******

     

     

  • Initial Complaint

    Date:09/19/2022

    Type:Service or Repair 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.
    I recently traveled with the ** group to ****** and *****. I have never been so disappointed in my life! I was really looking forward to this trip with my son. We had saved and spent a lot of money on this trip and I did not feel like I got close to my money's worth! Our experience in ****** was pretty good. We had an excellent tour guide who knew what she was doing and did everything in her power to make sure things ran smoothly and that the travelers were able to do things they had hoped for. However, I had some major disappointments. I felt like we spent so much time on the bus in the mornings and evenings because we were so far out of the city. We only had so much time there and to spend a big chunk of it on the bus was very frustrating. My second complaint was the food. The hotel we stayed at had a very nice breakfast but the breakfast they offered the ** group was very minimal and the staff seemed very put out to bring more food out when it was gone. They told us that the "other" breakfast was for "paying" customers only! I'm pretty sure I paid to stay there! It absolutely was not free! We had ***** one night. The kids and myself didn't even get full and the atmosphere was so weird! I felt like we were eating dinner in someone's basement! The food at ************* was disgusting- a huge number of us ended up buying dinner that night. Some of the things that were on our itinerary that we did not get to see in ****** were: ***************** and ********************. ******!! ****** was a complete circus! Our hotel was disgusting. On the pamphlet it showed a nice pool and hot tub. The kids were excited after a long day.. we arrived and it was nothing like the pamphlet. Weeds and dirt filled the pool! Our tour guide!! Why in the world would you send a tour guide to ****** that did not speak ****** or had never been to ******??He had no business as a tour guide! The day we arrived in ****** we were to visit **********. He had no idea about ticket

    Business Response

    Date: 09/22/2022

    Thank you for being in contact. We are disappointed to hear that you did not enjoy your recent EF Tour Experience. We will follow up with our Operations team to follow up with our suppliers and share your feedback.

    We want to avoid a similar situation happening to a future group.

    Please feel free to contact our Traveler Support Team with any additional questions or concerns.

    Sincerely,

    EF Education 

    Customer Answer

    Date: 09/22/2022

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

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