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:02/18/2025

  Type:Service or Repair 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.

  Enrolled my two children in Christian hybrid homeschool program for ******* school year which advertised support, community and setting good moral example for students. Put forth $4600 total from 3/2024-12/2024. Neither of my children were able to meet their full potential as their licensed teachers were out for extended periods of time. Subs did not have appropriate materials/instructions to provide proper lessons. Six paid teachers/aides left from 9/24-1/25. Curriculum we paid for went missing and only half was recovered, months later. One of my children was screamed at and reprimanded publicly for an accident which went against policies and procedures. It created emotional turmoil that was addressed in talk therapy. There were minimal safety measures in place and children often left unattended. Students had severe allergies and no staff was educated on ******* nor any restrictions with food containing allergens. Parents were promised weekly emails to include updates and work to be completed at home, which was unable to be done due to staffing issues. When teachers and parents communicated, director read without consent/informing anyone. I was guarantee reimbursement, along with stipend for stepping in as an aide and now Im being denied that. Only received partial refund. I asked for full reimbursement due to services not rendered and Im being ignored. I was harassed and even reported to police for stealing curriculum which police dismissed as there was NO criminal activity and property was deemed mine. It was paid for, written in during lessons and even labeled with my childs name. Looking for $2193 in refund

  Business Response

  Date: 02/18/2025

  We provided all services promised in our contracts. Furthermore, we have receipts for the curriculum stolen. Police reported this was not a crime, but advised we go to civil court for the amount of items stolen. We chose not to pursue as to try and keep things calm and focus on our business. 

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Additional Information

  I reject the response from Roots Learning Academy. Please see the initial complaint with attached contract which states specific measures that were to be met that were not - ie inconsistent and uncertified staff teaching, workbooks paid for by the deposit which are the student's property (reference deposit agreement and police dismissal of complaint) which were not being used as indicated in the contract (the childrens reading workbooks were completely untouched after the first session), my child being screamed at and shamed publicly (which my child had to address in therapy due to emotional turmoil). Since it was recommended that most of curriculum was to be left at school, we as parents were unaware of how much the students were not being taught. I complained to the director directly about these things and received threats to withhold the promised stipend and reimbursement then having it revoked on an imaginary contract. To add, I was asked to sign an *** at one point, which I did not. The director deflects responsibility and amends her contracts when it benefits her 
  

  
  

  Regards,
  
  ****** ********

  Business Response

  Date: 02/21/2025

  Im sorry you were not happy with your service. Your children did participate in the full fall session, ***************** and returned the following session. All complaints made were worked on and resolved by Roots Learning Academy, yet you still left with no reasoning, and stole materials. Absolutely none of the complaints mentioned happened in the 5 days of the second session you attended  
  

  We do not offer refunds after services have been rendered, and I dont know of any other business that does. Our contracts are to protect us. You signed that you understood this was a full year agreement. Nowhere does it mention that if you leave before the school year is up, you would receive any curriculum or workbooks being worked on. We let children use and work out of many books while with us, some of which we dont even start until the second or third session. All materials should be returned so we can use them for students who enroll in second and third sessions. 

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Again, none of the issues I addressed were responded to. The incident with my child happened with 3 days left of ***************** During that time, I expressed all of the concerns : no consistent licensed teachers, my childs materials missing, not reaching her full potential, lack of structure, safety concerns etc. I also requested a refund. I expressed my unhappiness and failure to receive services rendered. I was told it was not possible as then all families would have the right to receive a refund. It is the consumers right to rescind a contract when proper services/products are not provided. I agreed to a partial refund for the time being and to give ****** with the understanding that I would finish the year only if reconciliation was achieved; also under the premise that there would be a genuine attempt for the director to stop screaming at students as it was unacceptable. I shared that my childs therapist had explained how damaging it was as it had to be addressed in therapy. I agreed to a second refund at a later date. Sadly, the second day of school after Christmas break, multiple students and 2 teachers were screamed at again. There were parent witnesses to this as well and this time children who voiced their fear. The incident initiated another teacher to resign which was the fifth at this point. That lead to myself and 4 other parents choosing to withdraw their children due to the lack of unhealthy environment. Multiple parents/staff requested a group meeting to address concerns, yet we were denied. Instead, the director again chose to leave students unattended during class time to attempt to initiate one on one meetings. We proposed a meeting after school hours which was denied. There were concerns voiced to Pastor ***** ***** who encouraged me to withdraw. Nothing in the said agreement which I attached to the initial complaint states that there are no refunds. Nor does it state that parents are required to pay for the full year. Again, the police stated that the materials were considered intellectual property of the children as they could not be reused. Its all in writing if you see the initial attached documents. It was also said at the parent meeting during orientation that the materials did indeed belong to the students, but it was recommended that they be left at school due to convenience. Again, if you see attached agreement, there is nothing to indicate what you are stating is indeed the schools policies and procedures. Only after the police dropped the complaint about myself and the other parents taking materials, was the website changed to state what you are saying. Also, there have been families who have indeed received refunds and who were personally given their curriculum materials. It extremely unprofessional to handle each family differently. As I previously explained, it is in the consumers right to rescind their agreement when promised services and products that are not provided. I was very clear about my unhappiness as were the others who left. I would like to receive a refund as I did not get the support and Christian-based program among many other things as advertised or promised, along with the promised stipends. 

  Regards,
  
  ****** ********