K12 Inc

After receiving notice of this complaint, and thoroughly reviewing all documentation on file regarding the original enrollment and phone calls regarding course transfers to different course titles and switching from print courses to online, it is clear to me that The *** School would not be a
good fit for this familyAll communications with representatives whether through either of the parents on the account or the student directly were accurate and in alignment with current fee schedules and refund policiesThese are clearly detailed on the *** website under High School Tuition and Refund pages, are read aloud during enrollments taken over the phone, and a printed copy of the enrollment including *** Payment Plan Terms and Conditions, Enrollment Agreement, and the *** Refund Policy should have been included in the original box of print materialsWe make a concerted effort to ensure families know their obligations to avoid frustrations from either sideThat said, we obviously didn't do a good enough job with the Henningers; therefore, I will ask our Accounting department to process the additional $refund to the original credit card used for paymentWe wish *** the best in her future studies

In reviewing this complaint, K12 confirms that the purchase of the Keystone School courses was made online on August 23, 2017 and all terms and conditions were agreed to as part of that online purchase.  At the Keystone School, we understand that these situations may change and ultimately we...

want the best outcome for the students involved.  Even though the Keystone School incurred considerable academic and administrative costs regarding the enrollment of [redacted] daughter, we are willing to forego the final payment of $171.00 and refund the past 2 settled payments of $342.00 totaling a refund of $513.00. K12 advises families that refunds can take up to 30 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.  We wish the best for [redacted] and his daughter as she continues along her educational journey.

[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:I previously filed a complaint and now the enrollment applications for my children are ignored. I would like a business manager to ensure the enrollment, receipt of materials is completed.
Regards,
[redacted]

It was found that there was a coding issue with this student’s
file having been marked as not meeting all of the necessary requirements as of
July 11, 2014. It was on that date that K12 was informed by the Tennessee Commissioner of Education
that TNVA must close enrollment for the 2014-15 school year.  Regretfully,
since the enrollment process for the student was not completed at the time the
school closed its enrollment, K12 was unable to offer the student enrollment in
TNVA for the upcoming school year. 
 An Enrollment
Manager has contacted the mother to again offer and explain the homeschooling
option; however, at this time the family has made other school arrangements for
their student and we wish the family all the best in their child's education.

The Sales Support Manager
contacted  [redacted], and apologized for the delay in returning her calls.
 We discussed that we are experiencing unexpected volume and we are
working diligently to return calls as quickly as possible. The Sales Support
Manager walked [redacted] through the cancellation process and was able to
successfully cancel her account.

In regards to complaint ID [redacted]:
Customer [redacted] enrolled through the Keystone eCommerce self-enroll portal on 7/18/13. Order was approved by our office on 7/19/13, and materials shipped out the following business day.
Customer was presented with all terms and...

conditions of enrollment at the time of processing the order, including the Keystone enrollment agreement, Keystone refund policy, Keystone activity policy, and Keystone payment plan terms and conditions. Customer was also prompted to print out a copy of the full enrollment including terms and conditions for their records.Keystone refund policy states: This policy applies on a course by course basis. To request cancellation, call Keystone Student Services at ###-###-####. Tuition refunds will be based on the date of cancellation and the amount of course assignments completed as follows: If a course is cancelled within 5 days all tuition monies paid to Keystone will be refunded. If a course is cancelled between 6 and 30 days after enrollment and no assignments are submitted to Keystone, a registration fee of $75 per course will be charged and all other tuition monies will be refunded. If a course is cancelled after the cancellation period and after course assignments have been submitted to Keystone for correction, the $75 registration fee will be charged per course plus a percentage of the remaining tuition. Shipping and handling fees are non refundable. To qualify for a refund, a student must be in active standing according to Keystone's Activity Policy.
Keystone's Activity Policy states: Because maintaining a consistent pace throughout a course improves academic performance Keystone has established the following Student Activity Policy: To be considered active, students must begin their coursework and submit at least 1 weighted assignment within 30 days of enrollment. Thereafter, students  must continue to submit at least one weighted assignment every 30 days in one of the course(s). Students who plan to be inactive for 30 days or more must contact Keystone Student Services to place their enrollment on hold. Placing their enrollment on hold will not extend the due date. If there are 30 days without activity, and the student's enrollment has not been placed on hold, the course(s) no longer qualify for a refund, but the student retains the right to complete and receive credit for the course(s) through the assigned due date.
Student did not submit any assignments to Keystone, but also did not contact Keystone to place courses on hold.
The first communication from the customer after the original enrollment date came in the form of an email on 5/28/14, asking to withdraw and receive a refund, 10 months prior after enrolling. Student Service Rep Leah explained that due to non-compliance with Activity Policy, student is not refund eligible, but could continue to complete courses up until the July 2014 due date.
The second communication from the customer came again via email on 6/2/14, when Student Service Rep Leah again explained Keystone policies and provided copies of the original enrollment to the student showing the policies as part of the enrollment agreement.
The last communication came via email from the customer's mother on 6/13, when Student Service Rep Leah once again explained the policies and options, and mother chose at that point to withdraw [redacted].
Keystone provided Spanish I and Spanish II courses, related materials, and at-the-ready teacher support for this student from the enroll date in July 2013 spanning 11 months until student was ultimately withdrawn by her parent in June 2014. At no point did student submit work to stay in compliance with the activity policy, nor did she contact our school to place her courses on hold. Keystone provided what was purchased; because the student did not utilize our program for the 11 months she was enrolled does not equate to Keystone needing to refund fees paid.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:I am not the only person who has had a problem with them before. They do not provide you with the information and teachers you need to graduate and succeed.I went to this school for 10 years , 2 summers , and also took 4 extra classes to graduate on time and instead I got wasted time when I probably should have tried for a GED and already be on my way to college. I think how they run their business is horrible and the fact that nothing can be done is ridiculous. The only thing I asked for was my diploma in  which I clearly deserve.
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Unfortunately, due to a systems
delay we were not able to process your documents as quickly as we hoped. This
matter has been corrected and your student is approved with GCA to start on 8/24/15.

Upon review, K12 confirms
that the Standard Kit for Language Arts Orange, which was purchased by [redacted], does include double lined paper.  [redacted] informed K12 that
her shipment arrived without the double lined paper.   On Tuesday,
March 22, 2016, a K12 resolution agent...

reached out to [redacted] explaining
that we have sent additional materials out to her at no charge and apologized
for the inconvenience she had in not receiving these materials in her original
shipment.  All items have been shipped and delivered thus satisfying [redacted]’s needs to receive said items.

Thank you for bringing this matter to our attention.  We
are investigating the matter and will make any necessary changes.  We
appreciate you writing to us.  Also, please know that we have placed your
number on the “Do Not Call” list as you directed and will not contact you.

[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:
I can send them the books, test booklet and the CDs that came with the courses so they can see the condition of it.
Regards,
[redacted]

[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:
I feel like I should get a refund since I did not use any of there services and the loss is mine and the only reason why my mom withdraw me was because we wanted to complain against Keystone and not pay them anymore money for there extension fee then what we have done.  Also I still have the books that I did not use that I can send back to them but they refused that also.
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.  The Sales Manager was very helpful, and I am pleased with his level of customer service.

Thank
you for bringing this matter to our attention. We
are investigating the matter and will make any necessary changes. We
appreciate you writing to us. Also, please know that we have placed your
number on the "Do Not Call" list as you directed and will not contact you

Administrative review required further consideration before the account could be Approved.  Following that review, the administration at [redacted] has determined your applicant will be approved to move forward with enrollment.  They will be in contact with you shortly if they have not been...

already. With concern to the experience you had regarding the enrollment process our team has reviewed all calls and notes regarding your application.  We have taken steps to coach enrollment consultants as necessary.

[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 [redacted], and find that this resolution is satisfactory to me. 
I would like to know if the payment made on 12/06/2016 of $111.93 will be refunded?
Regards,
[redacted]

This issue was researched immediately after receiving the
complaint. It was found that there was a coding issue with this student’s file
having been marked as not meeting all of the necessary requirements as of July
11, 2014. It was on that date that K12 was informed by the Tennessee
Commissioner of Education that TNVA must close enrollment for the 2014-15
school year.  Because the student’s file stated the requirements were not
fully complete, K12 was unable to offer the student enrollment in TNVA for the
upcoming school year. 
We understand that this action by the Commissioner has put
the family in in a difficult position for the upcoming school year.  To
resolve this issue, K12 has contacted the family by phone and by email to offer
an alternative homeschooling plan.

K12 was able to contact with [redacted] on September 29th regarding these courses and the amount of the refund.  A refund was processed at that time.  [redacted] expressed that she was happy with this outcome.