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:03/18/2025

  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 am filing this complaint against Atlantis due to their unwillingness to honor a previously agreed-upon travel credit and their refusal to acknowledge the issue.Details of the Complaint:In June 2024, I was informed that I had missed the refund deadline for my trip. However, Atlantis assured me that instead of a refund, I could apply the full $8,500 as credit toward a future trip. Based on this agreement, I did not pursue a refund last year and planned to use my full credit in 2025.Recently, when I attempted to use my credit, Atlantis unilaterally reduced it to $3,500less than half of what was originally promised. Despite multiple attempts to contact them and resolve the issue, they have refused to acknowledge the discrepancy or explain why my credit was reduced.Their failure to honor their written commitment and refusal to engage in good-faith communication amounts to deceptive business practices. Given their F rating on the BBB, it is clear that I am not the only customer who has experienced unfair treatment.Desired Resolution:I am requesting that Atlantis either:1.Restore my full $8,500 credit as originally promised, or 2.Issue me a full refund for the amount I originally paid.If Atlantis is unwilling to rectify this issue, I will explore legal action and report this matter to consumer protection agencies. I hope the BBB can assist in holding this business accountable.Thank you for your time and assistance.

  Business Response

  Date: 03/24/2025

  In reviewing the account, the student is correct that they have the ability to use 100% of the money paid towards a program the following season.  The 100% credit amount is based on the date student withdrew from the start date of the program per our terms, and as the student states, the 100% credit is not in question.  Per our records, the student paid a deposit of $900 + Payment 1 of $2,005 + Payment 2 of $1,326.16 + Payment 3 of $1,326.16--  for a total of $5,557.32.  This full $5,557.32 is eligible towards a new program and our enrollment team has already reached out to the student to apply it to the program of their choosing.  We do apologize that when initially speaking with the student we overlooked the payments made from a second account, but to confirm, we fully agree with the student that they have the ability to use 100% of what they paid as credit towards a new program, and our team has reached out to help them apply the full $5,557.32 that they paid previously to the program of their choosing.   Thank you.

• Initial Complaint

  Date:10/03/2022

  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.

  My daughter *************************************** signed up for Medical Shadowing with your program Atlanitis Her Dates were 5/21/2022 Until 6/10/22 She was originally signed up for Ferrol Spain for $4,999 That program was cancelled She then was switched to Calatayud, Spain  and confirmed on April 4, 2022 and the Price was $5,499.00 which was paid in full!!!!This program was cancelled The program was once again changed to Barbastro, Spain the cost was 4,999.00 on April 25, 2022 Since we originally paid for the Calatayud Spain program and it was cancelled we are owed the difference of $500.00 She has reached out several times to you, with no response. We would like to get the refund that is owed to us for the difference in the price of the program which is $500.00 It has been over 90 days This change of program is not our doing we paid for a program that was canceled. I feel this business operates on the fringe there is no one to answer the phone no one ever responds to emails   .********************************************

  Business Response

  Date: 10/14/2022

  Complaint ID: ********
  Consumer Name: ******************************************************************
  Customer Name: *************************************** - *********************************
  Company Name: St. Marys Institute for Educational Excellence, LLC (DBA: Atlantis)
  
  Dear ************** & Better Business Bureau Representatives, 
  
  We are sorry to hear of this consumers situation. Please allow us to respond with the full history of interactions with the customer in question, ***************************************, daughter of ***********************. As of the submission of this written response, our team has already reached out to the consumer directly to inform them of the steps required on their part to receive the $500 refund and to fully resolve this situation. We eagerly await the consumers response and are doing everything in our power to resolve this matter swiftly. The following items are the facts on file for this consumer. 
  
  Full name & email of customer: *************************************** - ********************************* 
  
  Refund amount: $500.00 
  
  Status of refund: Waiting for consumer response & submission of information to receive  payment
  
  Reason for refund: *************************************** was originally enrolled in an Atlantis program in Calatayud, Spain and paid in full. Due to unforeseen circumstances that arose with this customer’s assigned hospital for clinical shadowing that were out of the company’s control, the program location was changed to a comparable one that was $500.00 cheaper. Again, due to hospital circumstances out of the company’s control, the program location was changed a second time to Barbastro, Spain where the program price was $500.00 less than the original program in Calatayud.  Since this was a change that needed to be made on the company’s side, this customer does indeed require a $500.00 refund, and the company is currently waiting for the customer to provide the necessary information to remit payment to them. 
  Timeline of communication with customer: 
  
  On Feb. 24, 2022 the customer submitted payment through our payment provider (*********) in the amount of $900.00.  This amount was a non-refundable deposit. 
  
  On Feb. 26, 2022 we sent this student enrollment confirmation and payment information.  The program they were enrolled in was Merida, Spain from May 28 to June 17, 2022 with a total program price of $4,499.00. 
  
  On Feb. 26, 2022 the customer emailed enquiring about the program in Ferrol, Spain from May 28 to June 17 and our team responded on Feb. 28, 2022 confirming her program switch (no program total amount change). 
  
  On March 18, 2022 the customer emailed asking about a packing list and preparations for her program and our team responded on March 18, 2022. 
  
  On March 19, 2022 the customer emailed asking if the program payment could be paid via credit card.  Our team responded on March 19, 2022. 
  
  On March 20, 2022 the customer emailed asking about airport information to book her flights.  Our team responded on March 21, 2022. 
  
  On March 28, 2022 we emailed the customer "We regret to inform you that due to unforeseen circumstances with the ****** Hospital, your Atlantis program location will need to be changed. We are sincerely sorry for these circumstances beyond our control. Please schedule a time for us to call you and speak with you about new program location options here. We thank you in advance for your patience with this and look forward to speaking with you soon!" The customer did not respond to this email, but did schedule a time to speak with a member of our team for March 30, 2022. 
  
  On March 30, 2022 we emailed the customer a follow-up from the phone conversation, including 4 program alternatives that were being offered to the customer. 
  
  On April 2, 2022 the customer responded via email that she wanted to join the 3 week program in Calatayud, Spain from 5/21/2022 to 6/10/2022 for a program total of ($5,499.00). 
  
  On April 6, 2022 we emailed the customer next steps with the documents she needed to submit in order to attend her program.  On the same day the customer responded stating they could not get a TB test by the requested deadline, but would be able to submit everything on the 16th of April.

  On April 16, 2022 the customer submitted payment through our payment provider (*********) in the amount of $4,599.00. This was the first payment made (after the $900.00 deposit) the customer submitted.  This was the full payment due for the program she was enrolled in (Calatayud, Spain). 
  
  On April 20, 2022 we emailed the customer asking for her to confirm her telephone number since we had tried to call but the number did not go through. On the same day, the customer emailed us the best number to reach her. 
  
  On April 26, 2022 we emailed the customer "Hi ****,  We have tried to call you a few times without success. We are emailing you to let you know that your Atlantis program location has changed to Barbastro, Spain. Your program start date is May 21, 2022 and the program end date is June 10, 2022. Nothing has changed besides the location and this change is an improvement due to the shadowing experience. If you have any questions, please feel free to sign up for a time for us to call you here. Please respond to this email confirming that you have received this email." The customer never responded to the email, but set up a call with a member of our team for Thursday April 28, 2022. The price of the Barbastro, Spain program was $5,499.00. Calatayud and Barbastro were equivalent programs and had a price of $5,499.
  
  On April 28, 2022 we called and spoke with the customer. 
  
  On April 29 + April 30 we emailed the customer information to prepare her for her program in Barbastro, Spain with the same program start date and end date of her previous program in Calatayud, Spain.  (5/21/2022 to 6/10/2022) 
  
  Between May 16, 2022 and June 29, 2022 the customer received information pertaining to her program. We did not receive any emails from the customer.
  
  In May, the customer reached out to her Site Manager and inquired about the price of the program and if she could receive a $500 refund since the program price lowered from the time of her enrollment to $4,999.00.  The Site manager did not know this information and was not the right contact person to ask. 
  
  On July 12, 2022 the customer emailed "I was originally in the program for Calatayud and then got switched to Barbastro but the price difference is $500 less for the program I participated in however my family already paid the full price before I switched programs so we are still waiting for a $500 refund.  Please give me a call if necessary ************ My mothers phone number is ************"  This customer paid the amount of $4,599.00 + $900 deposit for a total of $5,499.00 for the Calatayud, Spain program.  The program that she attended in Barbastro, Spain was the exact same price, $5,499.00.  At one point we did change the price to $4,999.00 and the customer saw that reflected on our website. 
  On October 4, 2022 the customer's father emailed for further information about the $500 refund for the difference in program and stated his next message will come from his lawyer. 
  
  On October 6, 2022 the company responded to the fathers email stating that the situation was under review and a response would be provided soon. 
  
  On October 14, 2022 the company provided the customer with the instructions for how to receive payment for this $500 refund and is currently awaiting a response from the customer. 
  
  Respectfully, 
  
  St. Marys Institute for Educational Excellence, LLC