K12 Inc

Kwas able connect with *** *** to review the specifics of his course cancellation and the impacts that had to the overall bundle price discount that he received at the time of his original purchase. As a result of this discussion and adjustments made to his refund amount, *** ***
expressed his satisfaction with the overall refund provided and his son is continuing along in his remaining Keystone courses. We are appreciative for the opportunity to resolve this query to *** ***’s satisfaction and we wish his son well in the courses that he is taking

[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,
*** ***

Being a private pay, for-profit school, Keystone only sends customers brand new materials (unlike a public school who might re-use materials across multiple years)Therefore, we do not accept back materials from customers who have had them multiple months, as we can not know or ensure their condition

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 ($69) has been processed. We regret that the *** program did not meet the needs of this family but we were happy to provide the full refund

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.

The Sales Support Manager contacted
*** *** and apologized for any confusion regarding the transcriptsThe Sales
Support Manager was able to identify why she did not receive her student’s
transcriptsHe walked her through the process on how to obtain a copy of the
transcripts and she will receive them shortly

","sans-serif"Times New Roman">Thank you for bringing this matter to our
attention We appreciate you taking the time to write to us. Please
know that Kis reviewing the details of your concern and will make any
necessary adjustments

Unfortunately, due to a systems
delay we were not
able to process your documents as quickly as we hopedThis
matter has been corrected and your student is approved with GCA to start on 8/24/

Upon reviewing this situation our Computer Returns
department acknowledges that we failed to properly close out the customer’s
computer return in our system. We do not know who failed to do so, but we
will be re-training our team on the importance of closing records
properly. The case for this customer was closed 3/21/after receiving
the CPU, and the department apologizes for the failure to process the the remaining
monitor and printer We have now closed out the return for the
monitor and printer and new equipment is being expedited We have
also tried to contact the customer to formally acknowledge the mistake on our
behalf and to make the family aware of the resolution. Thank you for bringing
this matter to our attention and we are sorry for the inconvenience

I am having a really had time with enrollmentI have been working on this since early summerI had everything submitted and decided to switch because I was not aware there was a school close by that worked with the kprogramI switched in early July all of my documents switched over as soon as I switchedI was confident that the switch would not take long to processThe next day some of the documents were missing so I re-uploaded themShortly after all of the kids documents were missingI had phone calls in a row ( one for each child) coming in saying you having turned in any of your documentsI would talk to someone and tell them what happenedThey would put me on hold come back and tell me they submitted something that would fix itI called several more times getting the same response with no resultsI finally was told I needed to call the first school we applied to to withdrawI was transferred times before getting an answering machineI left a message and got a call backAfter 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 callI called and was told I didn't need to call that I should be seeing a change on my parent portal today for approvalI checked back tonight and again ALL my documents are missingI had been recommending this program to other homeschool people we know but I am starting to wonder if it was a good choiceI am very frustrated with the process and getting constant calls but then when I call not getting resultsI 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 waitingMy 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

Kprovides each
International Academy student with an Individualized Leaning Plan and works
directly with our families as they address challenges in progressing through
their academic course work. In this instance, there were regular
documented communications sent to *** *** and his
son regarding his son’s
progress and the requirements regarding this Carry-Over course from the
teacher. These communications were sent via K12’s secure Kmail
system. The Teacher and Academic Coach were providing guidance in
accordance with the Kpolicies as outlined in the International Academy
Student Handbook. These guidelines outline the academic requirements for
successful completion of courses in order to be awarded academic credit
As a good faith gesture to
*** *** and his son, Kagrees to provide the next level English course at
no additional charge. We appreciate the hard work that *** ***’s son
has taken in his courses to date and we look forward to working with *** ***
and his son as he continues along his educational journey

[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,
*** ***

We proactively cancelled *** ***’s contract and refunded the amount in questionWe apologize for not getting back to the customer in a timely fashion and we will continue to reach out to her to see if we can identify where the disconnect originated and make improvements to our processes

The *** family was having
difficulty with the *** *** program that is part of the KHS
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 *** *** program was a required security feature applied to our
online tests and requested that the family contact customer care for
technical supportAs a workaround for the family, while the technical
resolution was in progress, the teacher scheduled a 1:Class Connect session
with the student to provide live virtual proctoring for the examWhen the
teacher was preparing for the 1:session she saw the student had already
completed the exam in question and cancelled the session as it was no longer
needed
I am very sorry that you have
had this experiencePlease know that Khelp at www.k12.com
will be able to help you to trouble shoot your issues with *** ***It is an
important part of our program and helps keep academic fidelity for all
studentsI understand that we as a team need to be consistent with the
communications and procedures that happen with this programThank you for
helping us to see a miscommunication that we had regarding *** *** usage
policiesI would love to talk with you about this part of our programI have
made many attempts to contact youPlease contact me on the numbers that I have
left you
Thank you!
*** ***

[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,
*** ***

The Director of KEnrollment has tried to contact the
family multiple times to better understand the family’s enrollment concerns
The student was
approved for OHVA on the same day the complaint was filed, September
8, Please note that the family submitted the student’s application during
a timeframe when families typically had, on average, longer enrollment
processing time due to an increase in students enrolling just prior to school
start dates; however, we were able to process the student’s enrollment in less
than the average time
We apologize for any frustration the family experiencedThe
management team is reviewing all calls from the family to ensure all enrollment
processes were followed on our part. The Director of KEnrollment will
continue to reach out to the family to collect additional feedback and ensure
the student has successfully started school

[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,
*** ***

Sales Manager spoke
with *** *** in regards to her refund issuesHe outlined that we did
process the
online fee portion of her Refund on 10/21/The Material
portion was not refunded at this time due to materials not being received at
the Kwarehouse*** *** did send the materials back to Kon
10/8/2014, but the Postal Service has yet to deliver themSince this is
outside of her control and she provided the tracking information, we will process the
material portion of the refund while we wait for the Postal Service to deliver

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

The KDirector of Enrollment has been in contact multiple
times with the family to understand the family’s desired outcomes for each
studentWe apologize for any confusion and frustration the family experienced
as multiple applications to multiple schools for each student required many K
teams to work together to ensure Kwas able to process required documents for
each studentAfter working closely with the family, Kwas able to
successfully complete the enrollment process and approve each student into
*** Virtual Academy