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:11/27/2023

  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.

  ***********************, owner of Seattle Success Coaching, LLC told us that she would provide high level tutoring centering on a science based approach. This is consistent with her website, in which it is stated that she will work with students to develop skills such as goal setting and prioritization. We discussed in particular our son's organizational skills. ****************** specifically stated that she was not a subject matter tutor. What we got was something different: she used an assistant for what appeared to us to be the majority of the time; they primarily focused on subject matter tutoring (math), and; she did not provide any meaningful organizational or goal setting skills. In fact, she did not bother to look in the student's school backpack, which displayed a high level of disorganization. That was a microcosm of the poor service received. When we asked about the direction of the coaching, she fired our student. When I asked for a refund, she refused to discuss it. She does not have a platform for us to comment about her services on-line.

  Business Response

  Date: 12/12/2023

  Even though he has filed this same complaint with the ********** ************************ and they closed the complaint as unfounded, I will address his concerns piece by piece here:
  

  "***********************, owner of Seattle Success Coaching, LLC told us that she would provide high level tutoring centering on a science based approach." 
  

  First, I do not provide tutoring services as clearly stated on my website. I provide coaching services and although it is true that I primarily work with the Executive Functions and neuroscience, that doesnt exclude all content tutoring in sessions. In fact, the brain works best when these Executive Functions are practiced in tandem with structured learning. Some of the content we covered was necessitated by a deficit that needed overcoming prior to focusing solely on the Executive Functions, but we still incorporated a variety of EF strategies including prioritization, organization, manipulation of materials, cognitive flexibility, and others. Some of the emails exchanged between us showed a parental concern about his math acquisition which is why we devoted some time to that. Throughout the entire process, we had recommended a content tutor either in addition to or in tandem with EF coaching.
  

  "This is consistent with her website, in which it is stated that she will work with students to develop skills such as goal setting and prioritization. We discussed in particular our son's organizational skills. ****************** specifically stated that she was not a subject matter tutor."
  

  This is accurate. However, sometimes to implement strategies instead of simply introducing theory, we do go over some content even though that is not the main focus. I can't completely divorce content from the neurological processes that happen in the brain.
  

  "What we got was something different: she used an assistant for what appeared to us to be the majority of the time; they primarily focused on subject matter tutoring (math), and; she did not provide any meaningful organizational or goal setting skills."
  

  When we first signed on at our very first introductory session, we talked about **** having a co-coaching model. Some sessions were with me, some with *****, and many with both of us simultaneously. I collaborated with another coach who has completed a Bachelor's Degree, passed a background check, and has completed the coaching program ********************************* Anti-Boring Approach to Powerful Studying and Art of Inspiring Students to Study Strategically. Before coaching she taught ***************** in the public school system, built a transition program for young adults learning vocational and life skills, and designed a language program teaching Spanish, Hebrew, and American Sign Language through music and movement. She was paid as a full employee of the business and was a full-fledged coach during her time of employment and was never an "assistant." Together, the three of us worked on a variety of organizational skills including prioritizing, planning, and scaffolding assignments. We used these skills in relation to his schoolwork in all of his courses - Math, History, Coding, English, and any other courses he was enrolled in. We made multiple planner lists and worked to identify and rectify missing assignments. During this period (Starting in November and going through January 2023), it became obvious that there was a skill deficit in the subject matter that was needing to be addressed before we could focus on the Executive Functioning and neuroscience. I had an in-person meeting with the family and sent numerous communications via email (attached: Background 1-4b).
  

  "In fact, she did not bother to look in the student's school backpack, which displayed a high level of disorganization. That was a microcosm of the poor service received. When we asked about the direction of the coaching, she fired our student." 
  

  None of this is true. I don't "fire" students. Their contract was for five months of coaching and was billed each month. They paid each month. If there was an issue, he could have brought it up or not paid the invoice. We had completed the five-month period (October-February) and it was obvious that his son needed content help. I am the one who suggested he find a math tutor to concentrate on this deficit. We absolutely looked in his backpack and did a variety of other organizational tasks which I can provide detail on if needed. On March 3rd, we had a family call where I explained the need for a tutor and told them **** was welcome to come back to coaching at any time. At that time, I asked them to discuss as a family and let us know their decision. The email (attached: Exit) was sent two days later.
  

  "When I asked for a refund, she refused to discuss it. She does not have a platform for us to comment about her services on-line."
  

  **** ended the coaching experience without any complaints or concerns. It was only when I reached out to families over the summer (July 18) to ask if they were interested in **** services that he even mentioned feeling dissatisfied (attached: ****** Communications). I attempted to resolve the issue and hear his complaints, but the services were already provided and my coaches have already been paid. The coaching cost is more than just time, it is expertise, planning, individualized strategies and more. Never during the time we were in contract did he express concern with *****, her ability to coach, or request a refund. In fact, according to his own email, he had not intended to provide feedback or ask for a return until I specifically asked for his thoughts. I didnt refuse to discuss anything but when I received the email from **** with the response Your advertising was false and misleading.  As we cannot resolve this ourselves, i will look to other avenues to obtain redress for this fraud. I stopped responding.
  
  

  
  

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20907730
  
  I am rejecting this response because: the business does not meaningfully address any of the issues I raised. In fact, they contradict themselves in their response: they say that they they don't provide tutoring and yet that is exactly what they did. This is the heart of my complaint. They provided a different service than what they said they would. We did repeatedly complain, but they did not listen.  
  
  Sincerely,
  
  ***************************