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:07/29/2022

  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.

  Hello,I purchased 100 classes last year (2021) from this center for my kid. They didn't have a class package like this and I was not informed of any policy that the unused classes are not refundable. This January, due to COVID, we attended their online class. I was informed by the director (attached) that my kid refused to turn on camera during classes. I was surprised because he has stellar performance (academic+social) at school (attached). My kid said he was unable to turn on laptop camera, but the teacher won't believe him and accused him of not paying attention. I observed for one class, and found out it WAS tech issue and explained to the teacher. The teacher was sarcastic, impatient and not believing what I said. This teacher was so unprofessional that I reached out to the center director to ask for a refund of unused classes. He suggested us wait till we went back to in-person class. At that time, he did NOT mention any policy of not refunding unused prepaid classes.We resumed in-person class later till I needed to relocate. I discussed with him over the emails (attached)-we have to attend online class again& it will be so hard for me as a full-time working single parent to schedule class with time difference after we move. He refused to refund us and said it was policy. Today we were unable to log in to online class so I called the center director. I asked if he could send me an email with instructions. He asked for my email and I spelled it, he misheard every letter I said and said he had difficulties in understanding me (yes as a nonnative speaker). When I had to speak louder to make myself heard, he said I was yelling and hung up my phone. When I called back, no one picked up the phone. I called Madison east center and got helped. I was wondering if we could do better than bearing with disrespect, distrust, linguistic racism, and hidden policy with the tuition paid. At this stage, all I want is to get refunded for unused classes in this center.

  Business Response

  Date: 08/19/2022

  BBB COMMENT BY STAFF SKW:

  I've already communicated with them directly 

  Business Response

  Date: 08/24/2022

  My name is *********************** and I am the owner and operator of Mathnasium ******************** located at ******************. Madison, WI.

  
  

  I am in receipt of your letter dated 8/28/22.

  
  

  On or about Oct. 15, 2021, Ms ******************* purchased 100 one hour math tutoring lessons for her son, *****.  She paid $3,371.40 via credit card for the 100 lessons.

  
  

  I informed Ms ** that we do not normally sell this many lessons in advance.  However, Ms ** negotiated a significant discount for these lessons purchased in advance and requested that I sell her the 100 sessions.  

  
  

  At the time of the purchase I verbally informed Ms ** that the payment was not refundable,

  
  

  To date, ***** has used 42 of these sessions.

  
  

  On or about June 15, 2022, Ms ** informed me over the phone that she was moving out of state and wanted a refund for the unused lessons.  I reminded Ms ** that a condition of sale was that the $3,371.40 was not refundable.

  
  

  I informed Ms ** that she could still have her son ***** work with us remotely / online to deplete the remaining sessions.  Ms ** informed me that she did not want to use our online tutoring service remotely.  I remain open to having ***** use the remaining sessions online.

  
  

  As for Ms **'s assertion that her son is a "model student".....this is simply not the case.  ***** was a difficult student to work with.  ** is a very bright young man, however, he was disinterested and recalcitrant during his time with us.  At no time did any employee / tutor of Mathnasium treat ***** disrespectfully.

  
  

  Finally, Ms ** did call the Center and spoke to me about ***** not having the correct link to log into his online session.  I asked Ms ** to give me an email address to which I could send the link.  After, several failed attempts to effectively communicate the email address to me, she started screaming at me.  I informed her if she screamed at me again I would hang up on her. She continued to scream at me, at which point I did in fact hang up on her.

  
  

  I would be happy to further discuss this matter over the phone.

  
  

  Please let me know if I can help in any other way or provide additional information.

  
  

  Thank you.

  
  

  --
  

  ***********************

  Mathnasium of Madison

  Mathnasium of ***********

  Office: ************

  Cell: ************

  
  

  "Prepare the child for the path, not the path for the child" - unknown

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