K12 Inc

On January 13, 2016, *** *** purchased KIndependent Study courses for her two daughters. These Independent Study courses were purchased through a month payment plan for both students which allows access to the curriculum for a full months. Rather than paying for the full
price of the courses upfront, *** *** opted for the payment plan option which charges the Credit Card she provided a monthly fee on the 17th of each month. This month contract began on 1/17/and is slated to end on 1/17/2017. The final monthly billing payment for both students was processed on 12/17/2016. No additional payments are due. Kdoes not have a record of any requests from *** *** to terminate this agreement or to discontinue access to the curriculum for her daughters. As such, that access is still available for both of her daughters through 1/17/At K12, we take our responsibility to provide an exceptional educational experience very seriously. In the spirit of ensuring that *** *** feels that her daughters are not only being provided with an exceptional curriculum for her daughters, but also one that is responsive to her concerns, Kis willing to provide a discount for additional Kcourses in the amount of the monthly payments made by *** *** after her daughters had completed their courses. An Enrollment Consultant will be reaching out to *** *** to provide her with this discount opportunity

Ms*** enrolled her daughter in Middle School courses through the *** School on September 30, 2016. Ms*** selected a Payment Plan to pay for her tuition, which is collected on a monthly basis. During the phone call with the Enrollment Specialist to process the
enrollment, Ms*** was informed about the Refund policy that states that no refunds are available after days of enrollment. In addition, the *** Enrollment Agreement provided to Ms*** also outlines this refund policy. Ms*** did request to withdraw her daughter from of her courses at days enrolled in the *** School. That request was granted and a refund of $was provided to account for the payments received to date for those courses and to adjust her payment plan balance to account for the remaining courses that Ms***’s daughter was still enrolled in. On November 28, 2016, we received an email from Ms*** requesting to withdraw her daughter from the *** School. Our withdrawal specialist responded back to that email later that day to inform Ms*** that while we could process her daughter’s withdrawal, she would not be eligible for a refund because it was well beyond the day mark since her enrollment was processed for these courses At the *** School, we understand that that situations may change and ultimately we want the best outcome for the students involved. Even though the *** School incurred considerable academic and administrative costs regarding the enrollment of Ms***’s daughter, we are willing to forego all outstanding payments that are due on her account. In addition, if Ms*** is willing to return her unused materials, the *** School will provide a full refund to Ms*** for payments related to her daughter’s enrollment

This school was a 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 Kand STRONGLY SUGGEST YOU FIND ANOTHER ONLINE SCHOOL BEFORE GOING TO K12~
After contacting the corporate office, they were of no help either!
Sincerely,
R***

[A default
letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

In doing our research we show
that *** ***’s last log in was the first week of September 2015. We
were unable to find any calls from him calling in to cancel, but based on his
login status we decided to move forward in canceling both orders and expediting
the refund amount he provided
in his claimWe emailed and received
confirmation back from *** *** to please cancel and refund. At this
time both orders have been canceled and the refund is being expedited

Your transcript was sent Tuesday, September 15, 2:PM to the email of
href="mailto:***@***.com">***@***.com by the *** administrative office. The transcript was again sent Tuesday February 2,

A KEnrollment Manager made several attempts to contact
the mother to help her better understand the enrollment process and the related
documentation required to enroll into the *** Online Preparatory School
(“School”) The School’s principal also tried contacting the
family. K12’s Enrollment Center is required by *** Online Preparatory
School to ensure all necessary documentation and forms are completed by
families interested in enrolling their student in the School, including
sections within forms that do not explicitly say “required”The KEnrollment
Center is confirming with the School as to whether the information in question
in this case is essential to the enrollment process. We will continue to
reach out to the mother to help ensure the enrollment process is successfully
completed

We sincerely apologize for the inconvenience this has caused for your family. Khas reviewed this request and discussed the address update with *** *** *** *** Your student’s address has been updated and a new order of materials was placed on 9/Khas upgraded the
shipping to next day air and rush The full shipment should be received 9/26. Tracking numbers for these materials can be accessed on your *** account by logging in and clicking “My Shipments.”

Ms*** *nd her student are
still currently enrolled in our program, and they just recently opted to remove
herWe have been working with Ms*** *nd her student throughout the Fall semesterWe have multiple documented attempts and confirmed communications outlining our concerns for her
struggling performance, and attempts to help her improveAt this time we are
abiding by our mutually agreed upon payment and refund terms, signed by the
parent, that state at this time no refund is due with pending payments
remainingIn accordance with our escalation review policy that is outlined in
our student parent handbook and reiterated with Ms*** verbally, we are awaiting their next step of
submitting a written request for an escalation review to move forward

From: *** *** Date: Tue, Aug 23, at 7:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com We still have not received our refund How long before we file another complaint?*** ***

Kadvises families that refunds can take up to days to account for both internal review and processing and also the time it takes for the customer’s bank or credit card company to return the funds to the customer’s account. In this instance, we are showing that the full refund as
requested by the customer ($112.20) was processed in two separate transactions. First a refund of $was processed for the online access and a second refund of $was processed a few business days later. We regret that the Embark program did not meet the needs of this family but we were happy to provide the full refund

On behalf of K12’s HR department, your concern is very important to us. We have received your request regarding this matter and provided the requested documentation by email on 10/30/prior to receiving the Revdex.com complaint and again on 11/8/2017. In addition, we provided you with a
dedicated person to contact with any questions you may have. Based on your reply message to both communications, we understand that you have received the materials requested and this matter has been resolved. Thank you for giving us the opportunity to address this matter

The Sales Support Manager contacted *** *** and
apologized for the delay in returning his calls We discussed that we are
experiencing
unexpected volume and we are working diligently to return calls as
quickly as possibleThe Sales Support Manager walked *** *** through the
cancellation process and was able to successfully cancel his account

This refund was processed on 8/17/The amount was refunded to the *** *** card originally used to make the purchasePlease review your most recent *** statement and let us know if we can be of further assistance

Based on the experience outlined by Ms***, Kagrees to provide and has processed a full tuition refund of $6440. This refund is being issued outside of our refund guidelines as an acknowledgement that life circumstances sometimes can interfere
with plans, but we don’t want these circumstances to negatively impact the education of our students. In this instance, the refund process was complicated because some of the required documentation was initially provided in Arabic and other documentation was incomplete. We subsequently received all of the required documentation and have been happy that Ms*** has since chosen to utilize Kindependent study courses for her daughters. We apologize for the difficulty that the family experienced and wish the best for Ms*** and her daughters as they continue along their educational journey

K12's affiliate is a contractor to ***, providing it with curriculum and limited services and therefore Kis unable to respond
to the complaintPlease contact *** directly for information on this particular issue

This complaint has been incorrectly routedI oversee The *** ***, a private school operating under the much larger K12, Inccorporate umbrellaI have copied the complaint to email and forwarded it along to the corporate office to try to facilitate resolution, but this should not be a
complaint against The *** ***Parent company information is as follows:K12, Inc.*** *** *** ***Herndon VA ***Regards,Jennifer U***, Sr Director of The *** ***

K12's affiliate is a contractor to ***, providing it with curriculum and limited services and therefore Kis unable to respond to the complaintPlease contact *** directly for information on this particular issue

[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:they are lying...see below...all accepted and before the deadline..STATE SAT scores were not applicable to my daughter All else was accepted I was told by a counselor before they shut all phones off that they were running behind and had over families still waiting in the same boat The Counselor confirmed all my items were approved You can close this complaint BUT please log this under Kon Revdex.com because they refuse to tell the truth They dropped the ball and will not admit it The proof below show that fact, clearly Thanks for all your help Revdex.com Also, they can check the *** posts on the Ksite..I am not the only parent that this happened to.
Type
File
Status
History
Help
Copy of the student's Social Security Card
Accepted
Home School Progress Report
Accepted
Immunization Card
Accepted
Proof of Age
Accepted
Proof of Residency
Accepted
Release of Records
Accepted
Report Card
Accepted
State Assessment Scores
Not Received/Reviewed
Student Parent Contract Form
Accepted
Regards,
*** ***

Our
policy is to only reimburse customers once our Kmaterials are returned to our
warehouseHowever, because *** ***
refused the shipments from *** and we had
verification that the materials were in route back to K12, we processed the
refund for the materials as a courtesy. On September 15, 2015, Kleft a message for
*** *** stating that her refund was granted