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Business Profile

Online Education

Batelle Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Education.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:10/02/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 paid $1,500 for a sleep course through Batelle for my daughter involving ten steps over 14 days. From our perspective the course failed to take into consideration that every child is different and parents know their children best. In our case, our daughter simply was not ready to progress through the Batelle steps so quickly without causing much distress to her. Therefore my husband and I opted to take the course at our own pace. However, although they say most families finish in about 2.5-3 weeks and you can take as long as you want and stay on a step until you feel comfortable moving on to the next, we actually felt very rushed. They automatically moved us forward to the next step in the app, even when they could see we had not even read the course materials for the previous step. It really felt like they were trying to rush us through all the steps, which is not what I expect for a $1,500 course and when I know my daughter is battling things like teething. We never progressed past step 4 despite them trying to push us onto step 9. Some of the techniques Batelle teaches simply didn't end up suiting our daughter's personality either and eventually we were able to get her to sleep well using an alternative method to Batelle. However, because we are outside the 60 days since payment Batelle won't provide any type of billing adjustment. I have already paid $375 for the program via monthly Splitit payments. I am not asking for this money back, but dont feel like I got $1,500 worth of results out of this program so want to stop payments and not pay the remainder. Batelle has refused this, stating the 60-day clause is in their T&Cs, however, the clause was not in a prominent place in the T&Cs, which for the cost of the program, I believe it should be.

    Business Response

    Date: 12/15/2023

    Hi *******, 

    I'm sorry to hear you felt the program was rushed and it was unclear. I'm afraid our our policy is that a customer has 60 days within which to ask for a refund, after which that right lapses. This was both in the service level agreement as well as on the website. More than happy to provide details and/or jump on a call to discuss. You do however still have access to support until your child is 6th birthday, and I see you reached out for help again on the 24th of November, so hopefully we can get you all sleeping again.

    Warm regards,
    ****

Batelle Inc. is NOT a BBB Accredited Business.

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