K12 Inc

I am having a really had time with enrollment. I have been working on this since early summer. I had everything submitted and decided to switch because I was not aware there was a school close by that worked with the k12 program. I switched in early July all of my documents switched over as soon as I switched. I was confident that the switch would not take long to process. The next day some of the documents were missing so I re-uploaded them. Shortly after all of the kids documents were missing. I had 4 phone calls in a row ( one for each child) coming in saying you having turned in any of your documents. I would talk to someone and tell them what happened. They would put me on hold come back and tell me they submitted something that would fix it. I called several more times getting the same response with no results. I finally was told I needed to call the first school we applied to to withdraw. I was transferred 2 times before getting an answering machine. I left a message and got a call back. After talking with the lady there all my documents appeared and it said I was waiting for approval that I could call for a pre approval call. I called and was told I didn't need to call that I should be seeing a change on my parent portal today for approval. I checked back tonight and again ALL my documents are missing. I had been recommending this program to other homeschool people we know but I am starting to wonder if it was a good choice. I am very frustrated with the process and getting constant calls but then when I call not getting results. I had been told when all my documents were in that we should have the online curriculum by the end of this week and here we are just a few weeks from school starting still going in circles waiting. My family and I were very excited about doing this but the excitement has left. I am really sad about having to leave this because I am not generally one to complain.

Review: I signed my child up for online schooling, and paid for the service. By doing this I made a commitment to make two separate monthly payments in the amount of $29.95 and $59.90 for their online classes. However, right before my son was set to start the online school I decided against it, and enrolled him in public school. I immediately called the company to cancel the service. Since I set up the account to be a cancel anytime, month by month service, I had the right to cancel the service at any time. I also wanted to return all the materials because they were unused. Per company policy I should have been able to get a full refund as long as it fell within 30 days of ordering, which it did. I have tried to call repeatedly for about a week now, I have left messages, and nobody is returning my calls. They have charged my account even though I have stated through voicemail that I would like them to stop. Several times while on the phone I have been disconnected or transferred 4 or 5 times only for them to drop the call. I don't know what to do because they are charging my account and I am not able to return the unused materials. I have not used this service once, yet I am paying for it.Desired Settlement: Ideally I would like them to refund the money they have taken from my account and allow me to return the course materials.

Business

Response:

Review: The process for enrollment is extremely difficult.Desired Settlement: I request a member of management to review application and calls with customer service regarding. I request a follow up to ensure enrollment has been achieved.

Business

Response:

Review: I purchased a credit recovery course over the summer for my daughter to take and she finished the course. We did not receive a transcript proving that she took the course. The high school has called and has not been able to contact anyone and I have not received any return calls or emails in regards to a transcript. I have called at least 20 times and no response or resolution.Desired Settlement: I would like to be credited for the $700 that I paid for the course to be completed. We have not received the transcript and my daughter has to re-take Algebra 1, due to the school not receiving an official transcript.

Business

Response:

Review: I had a year contract with K12; however, I executed Permanent Change of Station orders on 25 July 2013. When my wife called them to cancel we asked them to cancel services ending in July. Not only did they inform us that we would be charged $94 for August but an additional cancellation fee of $175 as well. I asked them if they had ever heard of the Servicemember Civil Relief Act and they said that they don't honor it. He eventually credited me back the August payment of $94 but would not cancel the service without the $175 cancellation fee.Desired Settlement: I would like the $175 credited back to my credit card. I was not aware that I would get orders back to the West Coast last Winter when we initiated this contract and I believe that the SCRA clearly covers this but they had no clue of this Federal Act.

Business

Response:

The contract for [redacted]

was a 1 year contract which required 12 monthly payments of $94. This

contract is for 12 months and there is an early termination fee of $175 if the

family decides to terminate before the completion of the full year. The

monthly payments began on January 3rd, 2013 and were collected

through the Credit Card that we have on file on the 3rd of each

month. Thus, we had already collected the August payment of $94 on August

3rd. **. [redacted] contacted K12 on August 12th to

cancel the contract. At that time, the agent let them know that they

would be charged a $175 early cancellation fee. However, rather than

charge the full $175 fee, the agent credited the $94 from the August payment

that was received on 8/3/2013 and only charged an early termination fee of $81

($175 - $94). This early termination fee of $81 was processed on

8/12/2013.

Review: K-12 Inc, continues to call me and insist on the fact that I have a computer that I never received, I never completed enrollment into the schoolDesired Settlement: clear my record I do not have computer from K-12 Inc

Business

Response:

Review: Hi, I purchased the independent study curriculum to homeschool my son. My son has attended the public school K12, and private [redacted] Academy. I was familiar with the curriculum and decided to purchase it when we started homeschooling. However, after the first two weeks I noticed the answers to the assessments were not included or incorrect in the teacher/learning coach manuals. I called K12 about six times and also spoke with staff in sales. Everyone assured me they would help and possibly get me updated teacher/learning coach manuals. However, I have not received any answers from K12 and I continue to have to teach my son without updated materials. K12 didn't tell me I would receive defected manuals. I paid a fee of $390.96 initially then a recurring $72.00 per month since starting school on September 16, 2013. K12 is not honoring the expectation that the answers will be included in the teacher/learning coach manuals. Therefore, K12 is selling a defective product. My preference is to continue with the school and receive updated teacher/learning coach manuals that match the assessments. The courses impacted by the error in the teacher/learning coach manual are Advanced Physical Science, Fundamentals of Geometry and Algebra, Intermediate Literature (Language Skills-GUM) and American History B. All of the courses I purchased are defected.Desired Settlement: My preference is to continue with the school and receive updated teacher/learning coach manuals that match the assessments. The courses impacted by the error in the teacher/learning coach manual are Advanced Physical Science, Fundamentals of Geometry and Algebra, Intermediate Literature (Language Skills-GUM) and American History B. All of the courses I purchased are defected.

Business

Response:

We are so glad that [redacted] has continued to use the award

winning K12 curriculum as part of her homeschooling experience.

Review: I enrolled my child into online course studies for Algebra and Biology 4/1/13 enrollment with a due sate of July 1, 2013 when my son was unable to log on their site today we called and was told that the school counselor Gave them a due date of May 27,2013 when the school formally closed. I have nothing in writing from the school or [redacted] stating this. All of my correspondence states July 1st . I have 3 emails and a letter that was mailed to my home.Desired Settlement: I want my son to be able to finish his courses. This company stated in writing that the due date July 1st. It's unacceptable for them to then tell me a different deadline according to an apparent conversation with the school counselor. I have all documentation if you need it provided and also a confirmation with the school counselor a name included from this business.

Business

Response:

Because this situation is in regards to sensitive student academic information, I will be emailing parent directly at [redacted]. Keystone does not dispute [redacted]'s claims. However, on 4/22/13 [redacted], Counselor at [redacted]'s son's school of record called our office saying the final grade for the Algebra and Biology courses must be received by 5/27/13; he stated the school was closing and if the grades were received after 5/27, they would not award the student credit for the courses. Thus the change in due date. Keystone assumed [redacted] and the family had been in communication. Since [redacted] is requesting that her son be able to complete the courses, Keystone will reopen the courses for her son to access online, with the original due date of 7/1/13. However, [redacted] must be aware that the school of record may not accept the credits back into their transcripting system upon completion and there will be nothing Keystone can do at that point. Reopening courses today and emailing customer regarding next steps.

Review: On 4/21/13 I made my first contact with k12 to enroll my special needs child who has autism in their program. On their website they clearly state they have a special needs program. We filled out all paperwork, gathered all forms, went to enrollment counseling, spent 6 months back and forth getting everything they requested to get my son started. All the while being told by EVERY person that as their advertising clearly states they "provide tools that allow students to work at their own pace" Today we got a call from their "Special Needs" department to inform us that their "special needs" is limited to kids that can read and write at their grade level and that 3rd graders need to be able to write comprehensive essays and take the STAAR test independently (no accommodations would be made) This complaint is to address their False advertising as well as policies that took countless hours of our time when they could've had their "special needs" department start the enrollment process for real "special needs families" if they had a screening process for what they determine as "special" when in reality they just mean they only want your child if they are a slow learner not actually special or with disabilities. All over their commercial and website learning they advertise "special needs" acceptance. Each person we came in contact with during enrollment said how great this program would be for our "special needs" son with autism only to have him denied access to learning by their "Special Needs" department on 10/22/13....6 full months into the process!Desired Settlement: Change your advertising as you DO NOT accept "special needs" children by definition. Change your policy you could have saved an entire family a lot of time and money that we will probably never see again filling out your forms and jumping through all of your hoops.

Business

Response:

K12 does not provide the special education

services for the [redacted] (“[redacted]”) and, therefore, does not make

or recommend any decisions on whether to enroll students who qualify for those

services into that school. [redacted] is a public charter school for which K12, as a

contractor, provides the curriculum and designated administrative

support. Special education services are provided by the charter holder,

[redacted].

Review: My daughter is a 8th grade student enrolled in the K12 public online school. She has had onging issues with a teacher, [redacted]. The latest issue is that there is a known issue with the exam softrware. [redacted], which acts as a software plugin to allow students to take exams created by the teachers. Over the past week students have complained of difficulties with the software. The teachers in my daughters other classes have disabled the need to use the software so that the students can take their lessons. However, [redacted] has not. This is another issue in the long line with her antagonistic behavior not only with the students but I have had negative interactions with her as well.

I have escalated this issue to the middle school princinpal, and the head of the school and my requests have been ignored. Meanwhile my daughters assignments are now 3 days behind in [redacted]'s English classs.

[redacted] beleived that by circulating my email around to other teachers that this would cause me embarrassment and what this has done has made her look ridiculous in front of the other teachers. At this point the school needs to allow my daughter to get her work done she does not fall behind iin her English class.Desired Settlement: Have the teacher enable the test so my daughter is able to complete her assignments and an apology for her behavior.

Business

Response:

The [redacted] family was having

difficulty with the [redacted] program that is part of the K12 HS learning

experience and requested that the program be turned off for their student (as

they experienced previously with another teacher). The teacher informed family

that the [redacted] program was a required security feature applied to our

online tests and requested that the family contact customer care for

technical support. As a workaround for the family, while the technical

resolution was in progress, the teacher scheduled a 1:1 Class Connect session

with the student to provide live virtual proctoring for the exam. When the

teacher was preparing for the 1:1 session she saw the student had already

completed the exam in question and cancelled the session as it was no longer

needed.

Review: I signed my sister up for K12 on a trial basis for 30 days. She started the online school on the 4th of September and stopped attending by the 30th of September. There were many issues we noticed, such as: 1) The teachers can't pronounce her 1st name. 2) The teachers don't teach according to what lesson she's on. 3) The website is difficult to maneuver and teachers spammed her inbox with un relating e-mails. During the trial I figured that K12 was horrible as [redacted]'s primary learning tool and attempted to unroll her. Even though I should only be changed for September, the school refuses to refund October 2013 and 3 months after. The school demanded a down payment of $1250, $200 for her to begin her trial and $510 monthly payments. She was signed up for her favorite classes, had tons of motivation and home tools to do well in the program but she is primarily dissatisfied with her teachers. I am cheated out of $1960 ($1250+$200+$510) right now. [redacted] is cheated out of her 1st term 7th grade education. Even if I am to enroll her into another school she would have no report card or even zeros as her transferable marks.Desired Settlement: 1) Accept Refund Merchandise: I offered to return the supplies sent by K12, the supplies are untouched, should be accepted and I should be refunded $200; 2) Change K12 Enrollment Polices for Trial Students: K12 is an online school, and demanded $1250 as a down-payment for my sister to be enrolled. She is unsatisfied with the program and attended less than 30 days. I am also charged monthly $510. $1250 down-payment to start and the $510 monthly charge is excessive for a program she can't and doesn't use; 3) Refund: The policy should be changed and I should be refunded the $1250 we were cheated out of. She didn't attend K12 after 30 September 2013, I should be refunded for October and after. 4) Finish the Job: Since the school refuses to refund my $1960, they should hold private lessons with [redacted] and directly teach her the education they refused to give her. I expect results for the $1960 K12 cheated me out of. 5) Replacement: Because K12 refuses to teach [redacted] and refund me $1960 they should find her a replacement school to transfer [redacted] into which will accept the hole in her Education. 6) Repair: This turmoil has caused a setback in [redacted]'s education and K12 needs to repair this cap immediately.

Business

Response:

Review: My daughter took 2 online courses through this company. She completed all work in both courses. I witnessed and personally viewed the confirmation screens that showed completed work along with all dates and times. She was completely finished with both courses on August 14, 2013. Now, their system is showing only a portion of the work was completed and for the one course, English, their system indicates that My daughter was logged in and only completed course work in September 2013. Problem with this is, my daughter was NEVER logged into the system in September and only completed course work June 2013 - August 2013. Their system is flawed! The system has lost completed work and the date and times have changed. I personally logged in and saw the June - August 2013 dates just two days prior to this complaint and now the system shows September dates only when no course work was even performed in September. The system has assigned dates and times which are completely fraudulent and inaccurate. K12 ([redacted]) customer service was of no help. They stated "We ran a back end report and the report shows course work was only done in September and work is missing and the report is 100% accurate." Obviously the report is NOT accurate and the system has a serious flaw. The only other possibility is that if another person has logged into this account and changed information, dates, etc. Needless to say we have lost a great deal of time and money over this mistake that [redacted] (K12) fails to take ANY responsibility for. I recommend that no one use their services unless they want to gamble with their child's future and their own money. If we decide to take this to court, we will advise the Revdex.com and will withdraw the complaint at that time pending the outcome of any litigation.Desired Settlement: Full apology along with a detailed explanation on how K12 ([redacted]) plans to ensure this system failure will not happen to future customers along with a refund of $50.00. The $50.00 refund is from the reinstatement fees we are forced to pay in order to reopen the courses that we have already completed in their entirety.

Business

Response:

[redacted] currently has over 12000 students taking online courses utilizing the Blackboard Learning Management System for course delivery and grade tracking. The assessment level data that is in dispute, including assessments taken, submission dates, points earned and scores achieved, all reside within the Blackboard LMS and are perpetually archived. The system is not "faulty" nor "fraudulent", or it would stand to reason that [redacted] would have many more complaints from the thousands of students we serve. The system, however, can be tricky to navigate and understand unless you are very familiar with the navigation and displays. Addressing [redacted]'s online US History Grade 11 course, the data shows that she did begin submitting assignments on June 18th, spanning June, July, and August, with the 2 latest submissions occurring on 9/9/13 prior to the due date expiring the course. This particular course has a large number of quiz type assessments that are non-weighted, meaning they are intended to assist the student in the learning process but do not count toward the overall grade, nor completion of the required weighted assessments. Of the 11 required, weighted unit exam assessments, only 3 were completed within the original History course enrollment: S Unit Exam on 7/9/13, G Unit Exam on 9/9/13 and D Unit Exam on 9/9/13. While [redacted] did submit a large number of the non-weighted, non-required quizzes. Addressing [redacted]'s online English 11 course, the data shows that the student submitted 8 assessments on 9/3/13, 3 assessments on 9/8/13, one assessment on 9/9/13, and one on 9/10/13 prior to the due date expiring the course. In this course, every assessment is weighted and is required to be completed. With both courses, the history of the submissions is maintained so it's not possible for someone to log in as the student and change the data. While we don't question the sincerity of **. [redacted]'s claims, we can not see nor recreate/validate what he says he saw when logged in. Due to the fact that we do not have data integrity claims from other customers and due to the fact that their are nightly data pulls as a complex series of checks and balances in place to ensure the integrity of [redacted] data, I can go by nothing but the data in this case.

If [redacted] still needs to and intends to remediate these courses, she will have to submit all required assessments within the reinstated course sections prior to the reinstated due date. To assist the family as they work through the reinstated courses, I recommend that they frequently contact [redacted] at our toll-free number (###-###-####) to validate receipt of [redacted]'s submitted assignments, or that they capture screen shots of [redacted]'s grade book within Blackboard that they can provide should their be any future discrepancies.

If [redacted] no longer needs to remediate these courses, or does not intend to complete any more assessments from today forward, [redacted] is willing to refund the original purchase price of $155 per course and the $50 reinstatement fee per course, less the $20 cancellation fee per course as listed in the original enrollment agreement. If this is the option th[redacted] family wishes to pursue, the student should not submit any assignments from this point forward (10/1/13) and [redacted] should be notified of intent no later than 10/4/13.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: Email sent to original sales associate that details the issue:

Hi [redacted],

I received your message yesterday, but by the time I got a chance to check my messages it was too late to call you back. Honestly, communicating through email works best for me due to the fact that I have two young children at home with me, and every time I get on the phone, they suddenly need my attention.

I am not sure how much information was relayed to you by the agent that I spoke with on Wednesday, March 20th, so I will just start from the beginning. I called because we noticed a fourth charge to our account from K12. When you and I had spoken back during the holiday season, you had told me that I had to pay the initial fee of $329.97 and three payments of $72.00. I had relayed the fact that [redacted] would be starting Kindergarten in the Fall, and that my goal with this program was to simply give her an edge in starting her education.

When I called Customer Service to discuss the charge, the agent told me that I had a one year contract with K12, and I am to pay $72.00 a month until one year has passed. Or, I could go ahead and cancel now for a hefty cancellation fee of $175.00. Herein lies my issue:

First, I was told, by you, that there would only be three installments of $72.00 after the initial fee.

Second, why on earth would I enter into a contract that spans the course of one year when my daughter will be starting Kindergarten four months before the contract expires?

Third, I NEVER enter into contracts. There is only one exception to this, and that is for cell phone service. So, had the words “contract” or “agreement” been used anywhere in any of our conversations, then I would have put the brakes on the transaction. I don’t like contracts, they are tricky, and I avoid them at all costs. Unfortunately, it appears that I was led blindly into a contract with K12.

Fourth, correct me if I am wrong, but I do not see anything in the emails I had received from you or in the Customer Purchase Agreement that states a one year or twelve month contract.

So, going forward, I am requesting that K12

1. refund the fourth payment of $72.00 which was in no way authorized by myself or my husband to be withdrawn from our account.

2. cancel our account effective immediately to prevent any future installments from being withdrawn.

3. that K12 will cease to withdraw any amount of monies from our [redacted], and ending in [redacted] account.

4. perform any communications with me, from this point on, by email, so that there is record of conversations.

I sincerely hope that this issue can be resolved easily, and I look forward to hearing from you.

Regards,

[redacted]Desired Settlement: As I stated in the email sent to [redacted] with K12, I would like a refund for $72.00, and I would like to have my membership cancelled to ensure no other billing to our account. I refuse to pay an early cancellation fee, as I was never informed that this was a contract for service.

[redacted]'s contact information is:

Enrollment Consultant

Direct line [redacted]

office [redacted]

Business

Response:

Review: K12 has consistently lost private documents listing my child's personal information. They have failed to enroll my child in school over a week after promising they would push our account through, despite losing our private documents. Additionally, K12 and it's associated [redacted] has no record of my child completing or participating in the 2011-12 school year.Desired Settlement: I want my child enrolled, I want to be kept in communication as to what is happening, and I want an investigation placed on how these important documents have been lost, since that is a breech of security matter.

Business

Response:

This student was previously enrolled with [redacted], during the 12-13 school year. On July 18th, the Legal

Guardian (the father on the student's account) verbally confirmed that the student would not be

returning for the 13-14 school year and the student was then withdrawn.

On August 5th 2013, a new application was

submitted for the student. When following up with the parent to gather

the necessary documentation for approval, it was realized that the student was

previously enrolled.

Because the student was previously enrolled, we are able to

transfer some of the required

documents from the withdrawn account to the new updated account; however, because

the student had been withdrawn, other documents

needed to be resubmitted for the new school year. Please note that the school did not lose the

student’s documents.

The Legal Guardian resubmitted all required documents. The parent spoke to us on 9/3/13 and the

school approved the student’s enrollment on 9/6/13. On the afternoon of

9/6/13, the parent requested that the student once again be withdrawn.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

It's incorrect. Not one person I spoke with over the time period of a month said anything close to the response that was just indicated.

Review: I was told I would get a refund from services received, I do not understand how they can tell me, that I still owe them money, I paid them up front

the money they say I still owe them is the costs of a class, I was told I would get a partial refund, I took my son out of the classes before they sent me a bill I had paid the bill for the last month early and I don't think I owe them more money.Desired Settlement: send me a refund of some sort, I have cancelled my card because I do not think I owe them. My bill was paid up to date and I do not understand how they got their figures. I will take a check.

Business

Response:

Review: On July 9, 2013 I enrolled my daughter [redacted] into the Algebra 2 course. The payment has been taken out. We never received the promised materials. In August my daughter called the company to inform them that she did not receive the material as proised, they stated that they would send it out again, and again no material was received. My daughter called again just before labor day to inform them again that she had not received the material, they stated that they sent it and that they were not s4ending it agin. The customer service representive was mean and nasty towards my daughter. My wife also called and was told again that no material would be sent.

I received a call from my daughters school counsler on September 16 stating the problem with my daughter's class for Algebra 2. The counsler, [redacted] from [redacted] County Institute of Technology, stated that she spoke to the company and tried to resolve the issue. She was told that I had to pay an additional $25.00 for "reinstatement" to the course. She even explained that she had not received the material and suggested that the material be sent to the school and her attention to ensure that it is delivered. They again stated that I would have to pay the additional $25.00. **. [redacted] talked to the supervisor and she would not waive the $25.00.

I contacted the company at 10:00 am on 09/18/2013 and spoke to a representive. She was uncooperative and unwilling to listen my concerns. I asked them that when they sent the second packet did they send it in a way that it could be traced, in case of misdelivery? She stated that they sent it through the postal mail and there was no way to track it. I asked would it not have made sense that since I did not receive it once already to back it up by sending it registered mail, UPS or Fedex so there was a way to track it? She stated that is they way they do things. I asked her to please resend it to the school this time and she stated not without the $25.00 fee. I stated I have paid once already for a product that I have not received and there was no guarantee I would receive it this either. I asked to speak to the Supervisor and was placed on hold. When she returned, I was informed that the Supervisor was unavailable. to speak to me but that it would do no good as she will not change her mind. I find this behavior unacceptable and suspicious as well as a bad business practice. Do they make it a habit to have a predetermined decision made no matter what the incident? I have left a voice mail message for the supervisor but in reality I expect no return call since her mind has been already made up. This is totally unacceptable behavior and attitude for any company especially when dealing with education.Desired Settlement: I would like to have a packet sent and credit given at the completion of the course so that my daughter may have the opportunity to graduate high school this year. I want what I paid for and an apology from all that are concerned in this matter. I feel at this time the least they could do is to refnd me my money and waive all fees and allow my daughter to complete the course for graduation. The aggravation and time that I have taken because of this lack of professionalism and good business sense should be taken into consideration.

I had no choice but to use this company to complete my child's course and yet they have not acted in good faith as demonstrated by having their minds made up and nothing will change it as stated by the customer service person. I would like this company's rating to reflect and a score lower than what is posted. This in my opinion is nothing more that a "c" rated company and I am giving them the benefit of the doubt. I would like to see a fair and expedient solution to this problem,so my daughter does not lose even more time with her education.

Business

Response:

This response is in regards to complaint #[redacted] reported to me today (9/18/13) by the Revdex.com from customer [redacted] in regards to his daughter's ([redacted]) enrollment into Keystone Credit Recovery. Keystone records show that [redacted]'s faxed enrollment form was received on 7/9/13 and was subsequently processed and **. [redacted]'s credit card charged $116 for an Algebra 2 correspondence packet. The fee was derived from $109 tuition and $7 shipping/handling. The materials were shipped to the student address on the enrollment form we received: [redacted]. Keystone records show that [redacted] called Keystone on 8/12/13 and spoke with representative [redacted] stated she had not received the Algebra packet so [redacted] verified the student address on file and reshipped the materials at no cost to the student. Keystone records show that the next communication regarding [redacted]'s account came on 9/17/13 when counselor [redacted] from [redacted] County Institute of Technology contacted Keystone and spoke with representative [redacted] had received a "failure to meet due date notice" from Keystone since Keystone did not receive back the completed Algebra 2 materials within the required time-frame. Counselor requested packet again be resent, this time to the school address. [redacted] informed her that since a failure had been issued, the student account had been closed and would need to be reinstated for a $25 fee and new materials could then be reshipped to whatever address they want. Keystone records show that [redacted] called Keystone today (9/18/13) and spoke with representative [redacted], refusing to pay reinstatement fee due to non-receipt of previous shipments.

I am attaching a copy of the original enrollment form to this response. Note the enrollment form shows student address as [redacted]. This is the address we shipped 2 twice, and validated with student on the phone on 8/12/13. Note that **. [redacted] has provided an address in this complaint of [redacted]. This could potentially be the cause of both shipments not being received through no fault of Keystone's.

On the enrollment form, also please note the following specific information and policies provided by Keystone Credit Recovery. "For faster shipping and foreign rates, please call ###-###-####." "If you have not received your materials in 10 business days, call Keystone." "Please keep a copy of this application for your records." "If a course is cancelled (disenrolled) within 10 days from the date of enrollment, there is a complete refund less a $20 cancellation fee. Shipping and handling is nonrefundable."

After investigating this situation and reviewing all associated documentation available to me, it is my conclusion that Keystone operated in good faith and in accordance with business and ethical standards to provide appropriate service to this family.

On behalf of Keystone, I propose the following resolution. Keystone needs to recoup the cost of both sets of materials sent (2x$15=$30) and the shipping fees (2x$7=$14). Therefore, Keystone will retain $44 of the $116 paid and will refund the difference of $72 to [redacted]'s [redacted] card. Due to the frustrations encountered by the family and the way those frustrations have manifested themselves in the phone calls to Keystone representatives, it is my recommendation that the [redacted]'s work with **. [redacted] or another representative from *CIT to find another method or program for remediating [redacted]'s Algebra 2 credit. We at Keystone appreciate and understand that our program and associated requirements and policies do not work for everyone; therefore, we wish [redacted] the best in her further educational pursuits.

Senior Director

The Keystone School

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I would like to state that this is not an amicable resolution. I paid for a product that I did not receive. My daughter called several times but it is only noted once. There is no proof that they sent the material a first time, let alone a second time. They have no supportive documents to support anything they say, I have phone records. My daughter contacted the school when Keystone told her to talk to them. The school should have records as well. Why is their creditability any better than mine? I am a former NJ Police Chief and currently the Mayor of my town and yet you would believe someone who offers no proof of service other than their word. This is unacceptable.

This school was a 2 month waist of time for me and my child! it took the school almost a whole semester to even get my submitted documents to a "satisfied" status! Then they wasted so much time with the rest of the admissions process that now my student (who was to receive his diploma on june 11th) has been bumped into the next school year!
I unfortunately would NOT RECOMMEND K12 and STRONGLY SUGGEST YOU FIND ANOTHER ONLINE SCHOOL BEFORE GOING TO K12~
After contacting the corporate office, they were of no help either!
Sincerely,
R[redacted]

Review: I attempted to enroll my son in the Hawaii K-12 one of the required documents was his recent transcripts from his previous , that is a school in the MAINLAND so there's a 6 hr time difference, I also signed a release of his records for HTA to obtain his transcript. to make a long story short Ive contacted k-12 numerous times and was told that my sons previous chool has to give me his transcript 8/29/2013 was the deadline to get this information in now he cannot attend everyday I was going back and forth from HTA to his mainland school and today. Customer service would not directly let me speak to my liaison. I dont understand if for whatever reason there is a document we cannot obtain on our own why cant they assist us especially if we have already signed a release of records. I worked diligently to get his information. students name [redacted]Desired Settlement: I would like for his to be enrolled at this school because Ive done my part signed the form contacted the school and now I feel like my hands are tied.

Business

Response:

The application for the student was submitted by the Legal

Guardian on June 20, 2013. In order for a student to be approved into

Hawaii Virtual Academy, all required compliancy documents must be received by

the enrollment deadline. Hawaii Virtual Academy set a deadline of

August 30, 2013 for all high school students.

Review: The online school's service has been out for over 24 hours. There is no way for my son to complete his work and it jeopardizes his chance to graduate.

My son enrolled in two courses which he needed to graduate from high school. With the server down he cannot finish. I called several times but only got the answering machine. The server has been down since June 9. I paid 365 dollars per course. I am complaint because the server is the main purveyor of the services. The need a backup plan and to have support in place when it goes down.Desired Settlement: I believe I deserve some compensation for the problem caused by their lack of care to ensure continuos service. I would like half of tuition paid refunded to me.

Business

Response:

This complaint pertains to a student who enrolled in Keystone Credit Recovery in February 2012, did not begin submitting assignments until April 2012, and completed in June 2012. The mother called on 6/11/12 to complain that Keystone's server was down over the previous weekend, which is accurate. The mother was informed that there were still outstanding assignments that needed to be completed by her student and graded by Keystone, and that we would then expedite the final grade to the school of record at our cost. All work was in and graded 2 days later on 6/13/12 and the final grade was reported to the school of record. I believe Keystone has upheld it's end of the service delivery on the product purchased. I believe this to have been resolved 7 months ago; there is no basis for a refund of fees.

Sr Director

The Keystone School

Review: Our son [redacted] , who was enrolled in K12/ Michigan [redacted] on 9/16/13. was to be transferred in to Ohio [redacted](which I was told was going to be " a simple file transfer" By [redacted](head of MVCA) on 12/3/13 or start 12/9/13 with his sister [redacted], had not gone as smoothly as promised. His account had been deactivated, not one person from OHIO charter would return my call, I had to send all the paperwork, which they had already had in his file, myself on 12/6. just to re-start his enrollment process again, once I did, they still had one idea where his file was, I have talked to 17 different people from Customer service, customer service supervisor, PAL liaison, enrollment specialist, no one in admissions have ever returned my calls, and I have called every hour from 8 am until 5 pm Mon-thurs 12/9-12/12 wanting to know what is going on. The issues at hand his [redacted] is an AUTISTIC CHILD WITH AN IEP, and MANY MANY VIOLATIONS ARE BEING MADE!!! I will not stand for this!! I have already contacted the state attorny generals office as well to alert them of this issue.Desired Settlement: If K!2 can not handle a simple student transfer as they claim, especially with children with an IEP, because when they do and they don't implement it quickly enough they are in state and federal violations and can have legals actions sought against them, which will be my next course of action if this is not dealt with asap!, then they should net be able too. plain and simple. their website is misleading. It says that the head of admisistrations is the one who is to handle the student transfer, yet I was passed along to the teacher, the customer service,, the enrollment specialist, so I withdrew my children and went to another online program, if I was going to have to start the process all over again I might as well have stred it with a whole new school.

Business

Response:

K12 Inc is a service

provider to a network a schools across the nation. Although there is a common

curriculum and base system infrastructure between the schools with a management

agreement, each school is a separate entity subject to the laws and regulations

of each state. When a family moves between public schools that are using these

common tools, in many cases we can initate the request per the parent’s request

instead of requiring the parent to complete a full, new appliciton to collect

the repetitive information. Once that internal account initiaton process is

complete, we then work with the family to obtain the required documents per the

laws in the receiving state.