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:07/28/2023

  Type:Product 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 paid $195 for an assessment service that includes a report and a meeting with parents. We are busy parents, so we requested for a zoom meeting. On July 24th, I came to the zoom meeting to speak with the managing director, but my husband wasn't home and was unable to join the meeting. Given the difficulty to coordinate our schedules I requested that we continue the meeting. She was recording the meeting without seeking my permission, she demanded that I open my camera many times (I wanted to keep my privacy at home) and told me that if I didn't open my camera, we would not be able to continue the meeting. So, she cancelled the meeting, she did not share the report, and despite my many requests for the report, they did not send it. On July 26th at 8pm I told them I did not want anything from them anymore and requested the full refund. Not even 10 minutes later they send me an email with a 2page document/report and said they could not refund me. I don't want to pursue any business with them after all the aggravation, I just want my money back. Please, help!

  Business Response

  Date: 08/03/2023

  Hello,*****************. Thank you for reaching out. ******* completed an academic evaluation at our center in full. To accommodate his needs, we tested him in a 1:1 setting over two days to ensure that we were as thorough as possible. The full report was sent to you within three days of your request. We rescheduled the parent meeting twice to accommodate scheduling.
  
  I apologize that the circumstances surrounding your *************** led to a request to reschedule the parent meeting. We would still love to have you come in or call and speak to us about ********** academic needs evaluation. It is very rare that anyone leaves our center unhappy, and we truly want to work this out with you so that ******* can get the help he needs.

  Customer Answer

  Date: 08/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dear ******,
  I appreciate your response and the opportunity to communicate through this channel. I'm writing to request a more comprehensive resolution regarding the concerns I've raised. It's important to acknowledge that I made sincere efforts to adhere to your assessment process. Despite this, there seems to have been a lack of recognition on your end for the challenges I encountered.
  During the interaction with your employee, ******, it became evident that the steps imposed to complete the assessment were inflexible. I attempted to explain that my husband's participation might not be feasible due to his commitments. In response, ****** repeatedly insisted that his presence was necessary, prompting me to call and message him multiple times. This situation proved distressing, given my already busy schedule as a working professional, caregiver, and student.
  Moreover, a concerning aspect arose when ****** insisted on activating my camera during the meeting, a decision I wished to avoid due to privacy concerns. This was compounded by her action of recording the meeting without seeking my consent, which, as I understand, is legally questionable.
  What was particularly disappointing was the abrupt termination of the meeting despite my appeals for continuation. My time and efforts to participate were disregarded as the meeting was canceled without my consent. I made myself available, adjusted my schedule, and prioritized this engagement, only to have it canceled unilaterally.
  As a result of these interactions, my husband and I have deliberated on whether your services align with our needs. Regrettably, your organization's approach to client relations has raised doubts about the value we would receive. The mishandling of this situation has undermined our confidence in your business.
  It's noteworthy that despite my repeated requests for the assessment report, it was only furnished after we expressed our intention to discontinue our engagement. This delay and lack of proactive communication further underscore the challenges we've experienced.
  In light of these circumstances, we have decided not to proceed with your services. We had entered into this engagement with the expectation of a smooth and respectful process, which unfortunately was not fulfilled. Therefore, it is only fair and just that we request a full refund. It is the ethical course of action to rectify a situation where our experience did not align with the professionalism we anticipated.
  I hope you can understand our perspective and appreciate our candid feedback.

  We believe that addressing this matter appropriately will be a testament to your commitment to client satisfaction.
  Thank you for your attention to this matter.
  Sincerely,
  
  *******************
  
  
  
  
  
  
   

  
  

  Business Response

  Date: 08/08/2023

  Hello,
  

  Since we cannot connect on the phone, this is my final response on this forum. The Academic Evaluation was successfully conducted and the corresponding report was furnished within a span of four days. For quality assurance purposes, we retain recordings of all Zoom calls. At the start of each call, Zoom notifies all attendees about the recording and seeks their consent before proceeding. 
  
  It is very rare that anyone leaves our center unhappy. To resolve this, we will process a refund for your evaluation fee. Please allow 1-2 weeks for it to reflect on your credit card. 

  We hope that ******* is able to get the help that he needs moving forward. 

  Customer Answer

  Date: 08/12/2023

  Dear ******,
  I sincerely appreciate your recent correspondence.The insights you provided regarding the complete fee amount processing are duly noted and valued. I will diligently monitor my account for the anticipated refund, expected within the stipulated 1-2 week timeframe you outlined.
  In collaboration with the Better Business Bureau complaint analyst, we have established a contingency plan. Should any unforeseen circumstances arise that impede the seamless processing of the refund, we are prepared to revisit and address this matter. It is my genuine aspiration that this situation finds resolution within the designated timeframe.
  Thank you for your attention to this matter, and I wish you a productive week ahead.
  Kind regards,
  ***