Huntington Learning Center-Bethlehem

I have owned and operated the Huntington Learning Center in Bethlehem for seven years this February This is the first complaint ever submitted to your organization The parent who submitted the complaint received a refund for unused tuition according the terms and conditions of our General Enrollment Agreement in the amount of $1,within days of his notifying us that his daughter would not attend any additional tutoring sessions at our center The General Enrollment Agreement is provided by Huntington Learning Centers Inc., our franchisee I am enclosing a copy of that agreement with this fax.The complainant's daughter, ***, was enrolled in our ACT Exam Prep Program A little over half way through her program, we were saddened to learn that [redacted] was diagnosed with a serious illness When her mother notified us of this tragic event, we immediately offered any help and assistance to help [redacted] with her academic work at school.We have had other students in the past with medical issues that caused them to miss large amounts of time in school In those cases, we have been very effective working with their schools, reaching out to teachers, doing subject tutoring and proctoring tests to keep the student current in the classroom.In ***'s case, with the agreement of the parents, we changed ***'s program from Exam Prep Program to a Subject Tutoring program and worked with her on her Geometry course Her tuition was lowered from a discounted Exam Prep rate of $73.47/hr to a discounted Subject Tutoring rate of 64.17/hr [redacted] found our Subject Tutoring sessions helpful and gave positive feedback to our staff and teachers.The staff and teachers were all very concerned about ***'s health and worked diligently to help her work through her situation and stay current with her classes We all had great compassion for her and our efforts were also aimed at relieving any stress from her schooling while she worked through her unfortunate medical situationFollowing her diagnosis, there were instances of absences and late call outs where a student would normally be charged for the missed session We did not do this for *** Her parents were not charged for any absences following her illness There were sessions prior to her illness (months prior to her illness) where [redacted] either did not show for her session or called out within one hour of the scheduled session In those cases, our policy is to charge for those sessions as we pay our teachers when they drive to the center and the scheduled student does not arrive Even in those cases, we generally do allow students to make up the charged session at no charge ***'s father was made aware of this when he called to request a refund for the unused tuition.A report showing all charges and attendance was included with the refund check sent to ***'s father ***'s father is under the mistaken idea that we charged him for sessions missed due to ***'s illness That is NOT TRUE.The Huntington Learning Center in Bethlehem has an outstanding reputation in the community and that was demonstrated by the fact that YTD 42.86% of our enrolled students were a result of a personal referral from a former parent or a school district teacher The referral rate from the date we opened our center is 39.32%Those statistics are very high numbers for a business and it reflects the quality of our service and the quality or our instruction.I have discussed all of these details with ***'s father I am happy to meet with him in person should he so desire.If you have any questions regarding this letter feel free to contact me Monday through Thursday after 11AM My office phone is ***-***-***Sincerely,Robert JS***

I have owned and operated the Huntington Learning Center in Bethlehem for seven years this February.  This is the first complaint ever submitted to your organization.   The parent who submitted the complaint received a refund for unused tuition according the terms and conditions of...

our General Enrollment Agreement in the amount of $1,249.00 within days of his notifying us that his daughter would not attend any additional tutoring sessions at our center.  The General Enrollment Agreement is provided by Huntington Learning Centers Inc., our franchisee.  I am enclosing a copy of that agreement with this fax.The complainant's daughter, [redacted], was enrolled in our ACT Exam Prep Program.  A little over half way through her program, we were saddened to learn that [redacted] was diagnosed with a serious illness.  When her mother notified us of this tragic event, we immediately offered any help and assistance to help [redacted] with her academic work at school.We have had other students in the past with medical issues that caused them to miss large amounts of time in school.  In those cases, we have been very effective working with their schools, reaching out to teachers, doing subject tutoring and proctoring tests to keep the student current in the classroom.In [redacted]'s case, with the agreement of the parents, we changed [redacted]'s program from Exam Prep Program to a Subject Tutoring program and worked with her on her Geometry course.  Her tuition was lowered from a discounted Exam Prep rate of $73.47/hr to a discounted Subject Tutoring rate of 64.17/hr.  [redacted] found our Subject Tutoring sessions helpful and gave positive feedback to our staff and teachers.The staff and teachers were all very concerned about [redacted]'s health and worked diligently to help her work through her situation and stay current with her classes.  We all had great compassion for her and our efforts were also aimed at relieving any stress from her schooling while she worked through her unfortunate medical situation. Following her diagnosis, there were instances of absences and late call outs where a student would normally be charged for the missed session.  We did not do this for [redacted].  Her parents were not charged for any absences following her illness.  There were sessions prior to her illness (months prior to her illness) where [redacted] either did not show for her session or called out within one hour of the scheduled session.  In those cases, our normal policy is to charge for those sessions as we pay our teachers when they drive to the center and the scheduled student does not arrive.  Even in those cases, we generally do allow students to make up the charged session at no charge.  [redacted]'s father was made aware of this when he called to request a refund for the unused tuition.A report showing all charges and attendance was included with the refund check sent to [redacted]'s father.  [redacted]'s father is under the mistaken idea that we charged him for sessions missed due to [redacted]'s illness.  That is NOT TRUE.The Huntington Learning Center in Bethlehem has an outstanding reputation in the community and that was demonstrated by the fact that YTD 42.86% of our enrolled students were a result of a personal referral from a former parent or a school district teacher.  The referral rate from the date we opened our center is 39.32%. Those statistics are very high numbers for a business and it reflects the quality of our service and the quality or our instruction.I have discussed all of these details with [redacted]'s father.  I am happy to meet with him in person should he so desire.If you have any questions regarding this letter feel free to contact me Monday through Thursday after 11AM.  My office phone is [redacted]-[redacted]-[redacted]. Sincerely,Robert J. S[redacted]