Global Language Network

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:GLN wrote that "part of the claim is not entirely accurate: the entire $is not refundable, only the $is." GLN can refund whatever it wants to refundIt failed to provide the advertised service, I made other arrangements, and requested a full refund of $GLN has taken months to respond and has not offered a full refund or explained why they physically cannot provide a full refundIn addition I have a number of other concerns about GLN's business practices that I haven't raised yetAs I requested many months ago, GLN should provide a full refund of $and I'll consider this issue fully resolved and rescind my complaint and not make any further complaintsThank you Regards, [redacted] ***

From: *** B*** Date: Thu, Jul 16, at 1:PMSubject: Fwd: GLN - No Korean Foreigner Class TonightTo: ***Hello,This is the response we sent to Mr*** in attempt to resolve the matter and he did not respond nor did he
rescind his complaint.We ask that the matter be resolved as we have gone far above and beyond our obligations to Mr*** and have provided quality service and quality customer service and care.--*** B***, MPAFounder and Executive DirectorThe Global Language Networkwww.TheGLN.org---------- Forwarded message ----------From: *** B*** Date: Fri, Jun 19, at 3:AMSubject: Re: GLN - No Korean Foreigner Class TonightTo: *** *** Dear ***,Unfortunately, the Revdex.com has already issued the adverse review against GLN, which I think we could both agree is not helpful and likely counter-intuitive to your desired result; particularly since part of the claim is not entirely accurate: the entire $is not refundable, only the $is.If I understand correctly, you would like a refund for a service you feel did not meet your expectationsWhile only two classes of the entire semester were postponed (and later made-up) due to the teacher situation, we provided a full semester of classes and did not count absences against any student who could not attend additional maclassesDue to the very traumatic and unfortunate personal circumstances affecting the teacher beyond anyone's control, we should have completely canceled the class; but it was because of our commitment to you, the students, that we bent over backwards to seek out and train a replacement in such a minimal time frame that it allowed the classes to continue without much interruption at all. I was personally disappointed to hear that our tireless efforts to deal with a tricky situation and nonetheless provide services as promised with quite minimal lapse resulted in not only a drop from the class but an insistence on an undue refund, and eventually a harmful report to the Revdex.comIndeed, once you have registered and fully-enrolled in a class, the $registration fee is non-refundable, so it really is not part of the equationThe $deposit could have been refunded immediately, as per our policy, had you dropped before the second class, which was not the case. Your specific case does not warrant a refund of the $or the $We did not hear from you immediately that you were displeased with the class, which led us to understand that it was simply your own inability to regularly-attend classes that kept you out of class, as you indicated to us on April For all these reasons, there really is no reason to warrant a refund, as per our policies.Nonetheless, you are right that there were unexpected changes to two of the Korean class meetings, and while we resolved the matter quickly and appropriately, I can certainly understand that you may feel that even one or two classes being postponed to a later date could perturb your learning experience and make you want to drop the class entirelyI understand your sentiments and agree that, in the same position, I too might feel frustrated with the 1-week period of uncertainty of whether the class would continue. Again, regardless of the situation we cannot refund the $registration fee because once you took a spot and joined the first class you already received the benefits of being registered and enrolledAs per our policy, the $should also not be refundedBut at the end of the day we care a lot more about your satisfaction than about your money. As such, we would be willing to issue you a courtesy $refund of the deposit in hope to help you feel better about the entire experience and our organization. If this seems like a fair and acceptable resolution to you, please just send me a confirmation from Revdex.com once you have canceled your claim and they have reversed and closed the case, and we will gladly issue you a refund/reversal.Thank you in advance for your consideration--*** B***, MPAFounder and Executive DirectorThe Global Language Networkwww.TheGLN.orgOn Thu, May 28, at 12:PM, *** *** wrote:Dear ***,I had contacted your office multiple times regarding the refund before contacting the Revdex.comI understand the Revdex.com will issue an adverse Revdex.com Business Review on your organization, but I would rather not have that happenPlease provide the refund at your earliest convenience, and I am happy to withdraw the complaint. Thank you,*** ***On Thu, May 21, at 5:PM, *** B*** wrote:Dear ***,I saw you filed a claim against us at the Revdex.comI would like you to rescind the claim please.We are a small non-profit and we are here to serve youMaking claims against us at the Revdex.com doesn't help you or us.I understand you may feel upset about your experience in the Korean class, but I am wondering if there isn't a better way to handle the matter than reporting us to the Revdex.comI again ask that you reconsider and rescindIf you need further clarification or discussion, I can make myself available. Regards--*** B***, MPAFounder and Executive DirectorThe Global Language Networkwww.TheGLN.org

From: *** B*** Date: Thu, Jul 16, at 1:PMSubject: Fwd: GLN - No Korean Foreigner Class TonightTo: ***Hello,This is the response we sent to Mr*** in attempt to resolve the matter and he did not respond nor did he rescind his complaint.We ask that
the matter be resolved as we have gone far above and beyond our obligations to Mr*** and have provided quality service and quality customer service and care.--*** B***, MPAFounder and Executive DirectorThe Global Language Networkwww.TheGLN.org---------- Forwarded message ----------From: *** B*** Date: Fri, Jun 19, at 3:AMSubject: Re: GLN - No Korean Foreigner Class TonightTo: *** *** Dear ***,Unfortunately, the Revdex.com has already issued the adverse review against GLN, which I think we could both agree is not helpful and likely counter-intuitive to your desired result; particularly since part of the claim is not entirely accurate: the entire $is not refundable, only the $is.If I understand correctly, you would like a refund for a service you feel did not meet your expectationsWhile only two classes of the entire semester were postponed (and later made-up) due to the teacher situation, we provided a full semester of classes and did not count absences against any student who could not attend additional maclassesDue to the very traumatic and unfortunate personal circumstances affecting the teacher beyond anyone's control, we should have completely canceled the class; but it was because of our commitment to you, the students, that we bent over backwards to seek out and train a replacement in such a minimal time frame that it allowed the classes to continue without much interruption at all. I was personally disappointed to hear that our tireless efforts to deal with a tricky situation and nonetheless provide services as promised with quite minimal lapse resulted in not only a drop from the class but an insistence on an undue refund, and eventually a harmful report to the Revdex.comIndeed, once you have registered and fully-enrolled in a class, the $registration fee is non-refundable, so it really is not part of the equationThe $deposit could have been refunded immediately, as per our policy, had you dropped before the second class, which was not the case. Your specific case does not warrant a refund of the $or the $We did not hear from you immediately that you were displeased with the class, which led us to understand that it was simply your own inability to regularly-attend classes that kept you out of class, as you indicated to us on April For all these reasons, there really is no reason to warrant a refund, as per our policies.Nonetheless, you are right that there were unexpected changes to two of the Korean class meetings, and while we resolved the matter quickly and appropriately, I can certainly understand that you may feel that even one or two classes being postponed to a later date could perturb your learning experience and make you want to drop the class entirelyI understand your sentiments and agree that, in the same position, I too might feel frustrated with the 1-week period of uncertainty of whether the class would continue. Again, regardless of the situation we cannot refund the $registration fee because once you took a spot and joined the first class you already received the benefits of being registered and enrolledAs per our policy, the $should also not be refundedBut at the end of the day we care a lot more about your satisfaction than about your money. As such, we would be willing to issue you a courtesy $refund of the deposit in hope to help you feel better about the entire experience and our organization. If this seems like a fair and acceptable resolution to you, please just send me a confirmation from Revdex.com once you have canceled your claim and they have reversed and closed the case, and we will gladly issue you a refund/reversal.Thank you in advance for your consideration--*** B***, MPAFounder and Executive DirectorThe Global Language Networkwww.TheGLN.orgOn Thu, May 28, at 12:PM, *** *** wrote:Dear ***,I had contacted your office multiple times regarding the refund before contacting the Revdex.comI understand the Revdex.com will issue an adverse Revdex.com Business Review on your organization, but I would rather not have that happenPlease provide the refund at your earliest convenience, and I am happy to withdraw the complaint. Thank you,*** ***On Thu, May 21, at 5:PM, *** B*** wrote:Dear ***,I saw you filed a claim against us at the Revdex.comI would like you to rescind the claim please.We are a small non-profit and we are here to serve youMaking claims against us at the Revdex.com doesn't help you or us.I understand you may feel upset about your experience in the Korean class, but I am wondering if there isn't a better way to handle the matter than reporting us to the Revdex.comI again ask that you reconsider and rescindIf you need further clarification or discussion, I can make myself available. Regards--*** B***, MPAFounder and Executive DirectorThe Global Language Networkwww.TheGLN.org

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:The statements made by Andrew B*** are inaccurate and omitting several facts. First, MrB***'s allegation that he was surprised to learn of the Revdex.com complaint is without merit. I have continuously communicated with GLN as soon as I was notified from the volunteer teacher that she would not be able to meet for the next three classes. GLN did not notify any of the students of this until the day before our next scheduled class was to take place. Prior to this, we had a class canceled due to snow. Due to the sequential class cancellations, I did not wish to continue with the class because it would be like starting a new class after so much time off. GLN refused to reach an alternative resolution with me despite my many attempts. Hence, I was forced to file a complaint with Revdex.com after being repeatedly told I could not receive a refund. Several days AFTER filing the Revdex.com complaint MrB*** contacted me by telephone. His allegation that he was surprised to learn of this complaint is doubtful. An email chain of the communication I've had with GLN was submitted to *** ***, the person assigned to this complaint. In that email chain and on the phone by MrB***, I was informed I can receive a refund after the classes are over, which is not to take place until sometime in late April or early May. MrB*** attempted to intimidate me in withdrawing this complaint by insinuating that I would not receive the refund if I left it pending. I responded that I will not withdraw this complaint because my complaint is valid, but I was willing to be reasonable and have it amended as pending resolution. I received notification of the refund over a week later. Minutes after that refund notification, MrB*** emailed me stating the refund has been processed and demanded I withdraw the Revdex.com complaint. I refused and instead contacted *** *** to inform her that the matter is resolved. It is my fundamental right as a consumer to file a complaint against an organization that did not deliver on its services. I REPEATEDLY tried to reach an agreement with GLN, but they would not budge. No reasonable person would just accept at face value that GLN's policy is ironclad. In fact, their policy makes no mention of what the procedure is when volunteer teachers does not make it to classes, but it penalizes the student if they were to miss class, be minutes late, or leave class early. When you are providing a service, such as a language class, it is imperative for both the student and teacher to adhere to the same attendance policy. The fact that GLN utilizes volunteer teachers does not negate their accountability when there's a dispute, especially since they are promoting such services and are taking payment for it. While MrB*** may think the refund and "allowing" me to resume classes is generous on his part, I find it condescending and hypocritical. His statements and actions are contradictory, which is evidenced by his responses. This is my first and last experience with GLN. My interactions with MrB*** and his organization was extremely unsatisfactory. They don't have any comprehension of customer service and I strongly suggest people avoid them and go with an organization that is more reputable.
Regards,
*** ***

In my years of taking classes with Global Language Network (GLN) I have only great things to say about GLN, the classes, the people working there, and the non-profit as a wholeThe language-learning approach is a bit different from your typical environment (it's primarily based on the Founder and Director Andrew Brown's experience in learning and teaching a bunch of languages) and my friends and I have found the method really fresh, effective and uniqueThe mission as a whole is the main reason that attracted me to GLNThe mission, the classes, the people, and the price are what keep getting me to come back to GLNMy only "complaint" is that a couple times in the past it took a day or two to hear back - but I understand they have a small staff, and in general they are very responsive, helpful, and genuinely care about my experience - not my moneyWhenever I had a question or concern, I called or emailed GLN and the Director, Andrew Brown, himself personally handled my questions and saw to it that I was satisfiedAndrew has built GLN from the ground up and it is exciting to see how much he has grown this small non-profit in such a short periodI highly recommend for anyone looking to take classes, teach classes, volunteer, or host classes

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
GLN wrote that "part of the claim is not entirely accurate: the entire $is not refundable, only the $is." GLN can refund whatever it wants to refundIt failed to provide the advertised service, I made other arrangements, and requested a full refund of $GLN has taken months to respond and has not offered a full refund or explained why they physically cannot provide a full refundIn addition I have a number of other concerns about GLN's business practices that I haven't raised yetAs I requested many months ago, GLN should provide a full refund of $and I'll consider this issue fully resolved and rescind my complaint and not make any further complaintsThank you
Regards,
*** ***

[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]
 Complaint: [redacted]
I am rejecting this response because:GLN wrote that "part of the claim is not entirely accurate: the entire $200 is not refundable, only the $150 is." GLN can refund whatever it wants to refund. It failed to provide the advertised service, I made other arrangements, and requested a full refund of $200. GLN has taken months to respond and has not offered a full refund or explained why they physically cannot provide a full refund. In addition I have a number of other concerns about GLN's business practices that I haven't raised yet. As I requested many months ago, GLN should provide a full refund of $200 and I'll consider this issue fully resolved and rescind my complaint and not make any further complaints. Thank you.
Regards,
[redacted]