K12 Inc

[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 have been told it’s being processed for several days now & I have stil yet to revive my funds. When I cancelled I was told up to 30 days but usually quicker, 30 days went by I called again and I was then told 30 business days, I feel as though I’m being scammed and will never receive my refund. Regards,
[redacted]

We thank you for your opportunity to address this matter and are extremely pleased to know that you are working directly with our Head of School to resolve your questions.  We are confident that our Head of School will work diligently with you in regards to the final documentation needed to...

have your child complete enrollment.  We are very excited about your child’s future.

Dear [redacted] Family, K12 has reviewed your concerns and the application submitted for your son to attend the [redacted]).  The document in question was an acceptable document as relayed to your family by our enrollment consultants.  However, administrative...

review was required before the document could be accepted.  Upon further review the administration at [redacted] has determined your applicant will be offered a seat in their online charter school.  They will be in contact with you shortly if they have not been already. With concern to the experience 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. Thank you,

Thank you for bringing this matter to our
attention.  We appreciate you taking the time to write to us.  Please
know that K12 is reviewing the details of your concern and will make any
necessary adjustments.

[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 lady that worked with us was very helpful, and timely in her reply. We look forward to working with K12 for a long time to come.
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 was promised 100% satisfaction with international academy. That I would have help and be with the teachers. However once enrolled no help only considered about the monthly fees. Once enrolled the mentors told me something completely different. Changed so many mentors/ teachers that the all confused the student because they told something different each time. That the program is only out for your money and not the education. They claimed, they care and are professionally. I have not been impressed with some of the instructors. There is no communication feedback or support. I feel I am on my own and have to the information myself or fail.  The courses are poorly constructed and inconsistent. The projects are not derived from the textbook; neither are the tests. All the numbers are not invalid, We have not received a phone call from k12.
Regards,
[redacted]

In reviewing this complaint, K12 confirms that the purchase of the Keystone School courses was made online on February 29, 2016 and all terms and conditions were agreed to as part of that online purchase.  In addition, our Enrollment Team had a follow up conversation with [redacted] on March...

2, 2016 in which she confirmed the online purchase and expressed that if the Keystone School team needed any additional information about her daughter’s enrollment, that she could be contacted directly. At the Keystone School, we understand that that 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]’s daughter, we are willing to forego the disputed balance of $628.49.  We wish the best for [redacted] and her daughter as she continues along her educational journey.

[redacted] had purchased Independent Study Program courses for her children in January of 2016.  She purchased these courses on a 1 year contract which provides her and her children with access to the courses for 12 months from the purchase date.  At the time of her purchase, [redacted]...

chose the payment plan option which called for 12 monthly payments, from January through December of 2016.In reviewing this request, we can verify that [redacted] and her children last logged into the system in September of 2016.  Our Independent Study Program courses allow students to work through the courses at a pace appropriate for each child.  In the case of [redacted]’s children, her last log in to the system was on September 20, 2016.  Because these are Independent Study Courses, K12 does not mandate or administratively monitor log on activity.  Because [redacted] chose a full year access plan, her Independent Study Program courses remained active throughout the remainder of 2016.  Full-year contracts, such as those ordered by [redacted], do not allow the customer to terminate the contract early. In addition, K12 does not have any record of [redacted] contacting K12 to attempt to withdraw or cancel these Independent Study Program courses.However, in the spirit of ensuring that [redacted] and her children remain satisfied with the K12 experience, we are willing to provide a refund for the final three months of the 12 month payment plan since we can confirm that [redacted] and her children did not log into the system after September of 2016.  As such, K12 will provide a refund for 3 months of payments to [redacted] as follows:Order [redacted]·         3 months refund for no activity = $216Order [redacted]·         3 months refund for no activity = $252Total refund = $468

As a result of this
Revdex.com complaint, we reviewed the call recording from July 24th, 2014
when the course...

order was completed over the phone. For quality and
training purposes all calls in our enrollment center are recorded and callers
are notified every time they call that this functionality is in place.
The call
with Ms. [redacted] was just over 24 minutes in duration.  At approximately the
5 minute mark of the call, the K12 representative specifically asked Ms. [redacted]
if she would like to purchase the International Academy course for a single
semester or the full year.  Ms. [redacted] replied by stating that she only
wants a semester to see how it works.  At approximately 6 minutes and 20
seconds into the call, Ms. [redacted] asked about the cost and the K12 representative
provided the total cost for 1 full year and what each semester would cost
individually.  The K12 representative also discusses end dates for each
semester with her.  The representative then directly asks if Ms. [redacted]
would like to just purchase the single semester today and Ms. [redacted] agrees
because she only wants to try it out.
K12 International
Academy has worked hard to offer the highest-caliber education at a remarkable
value.  As a result, our tuition is significantly less than typical
private schools.
That said, K12 does
acknowledge that there was some confusion in regards to transcripts. $13.50 is
in fact the cost to receive an official transcript from the International
Academy through our transcript provider.  While speaking with Ms. [redacted] on March
2nd, 2015, we learned that she only wanted the unofficial transcript
at this time.  K12 International Academy does provide one free copy of the
unofficial transcript to all families at the end of each semester. This
unofficial transcript is sent to all families within 3 weeks of the term end
date. Due to this confusion, K12 has reimbursed Ms. [redacted] for the $13.50 that
she was charged for an official transcript.

I have thoroughly reviewed all call recordings, record notes, and paperwork associated with [redacted]'s enrollment for [redacted]. All terms and conditions of the enrollment, including the refund policy information, were reviewed over the phone by Representative R G[redacted]; this information...

was also shared by Student Success Advisor * S[redacted] via email on 10/12 in response to [redacted]'s inquiry about motivation issues with [redacted]. Terms and conditions were also sent in the box with [redacted]'s course materials, and we received back the signed [redacted] Student Handbook agreement with [redacted]'s signature. I feel that The [redacted] School took every opportunity to ensure this family was informed of all terms of the enrollment and is not negligent in any way. That said, I am willing to forgive the outstanding balance of $123.80 against the [redacted] Payment Plan; this is not a refund as this is money that was not yet paid to our school. We wish [redacted] and [redacted] the best and hope that public school will work to fill the student's educational needs.

[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]

K12 Sales Support attempted
to contact [redacted] via the phone number listed in the complaint and left
multiple...

voicemails on 10/23. Since we were not able to connect verbally we
proactively cancelled the account providing refunds for the monthly charges. K12 Sales Support
also emailed directions on how to return the course materials for a full
refund. We will continue to attempt to reach [redacted] and answer any remaining
questions he may have in regards to his refund.

Based on the experience outlined by Ms. [redacted], K12 agrees 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. [redacted] has since chosen to utilize K12 independent study courses for her daughters.  We apologize for the difficulty that the family experienced and wish the best for Ms. [redacted] and her daughters as they continue along their 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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We thank you for your opportunity to address this matter and are extremely pleased to know that you are working directly with our Head of School to resolve your questions.  We are confident that our Head of...

School will work diligently with you in regards to the final documentation needed to have your child complete enrollment.  We are very excited about your child’s future.

Horrible school! My daughter was a special Ed student and got kicked out of special Ed services without probable cause. Then they stated we would have another eligibility meeting with k12 attorneys present! What kind of illegal nonsense is going on with this school?!? No one is trained they have not a clue how to do a iep.. Please take it from me you will be the teacher and this school will give you hell,we are looking for other options but my daughter has rights as a disabled child and her civil rights was violated so we are legally perusing a lawsuit!

We do not understand the reason for this escalation of the issue. Keystone has offered and is in process of issuing a full refund, after the parent had a few communications with the Math Instructional Supervisor. We've apologized for the issues and are in process of making course corrections so...

future students do not encounter the same issues.

K12 and [redacted] are completely separate businesses. The only relation is that K12 is under contract with [redacted] to provide curriculum and limited services. K12 has no authority to either grant or deny diplomas. Only the school, [redacted] can do that. For those reasons we can again recommend that you contact [redacted].

Please note that once K12 processes a refund request, it is in the hands of the customer’s bank or credit card company to return the funds to the customer’s account.  K12’s records show that the full refund as requested by the customer ($69) was processed on 12/18/2017.  We regret that the [redacted] program did not meet the needs of this family but we were happy to provide the full refund.

[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.  Let me add that I am very impressed with the attention that was garnered upon our situation once the Revdex.com was involved.  I did not realize the power of the Revdex.com until now.Here is the final events and how the issue was corrected:Within 24 hours of the complaint being sent to the company via the Revdex.com we were made aware that K-12 worked through any issues that needed corrected.  We received confirmation via email and telephone that they shipped the monitor.   Unfortunately, K-12 did not send the keyboard which required another phone call to get that corrected.  I will state that the last representative we spoke with concerning the  keyboard  took the "bull by the horns"
and made sure that the keyboard was shipped (expedited 2nd day) so that our son
was able to start school on Monday (we spoke with this customer service
representative on Friday at nearly 5 pm, the keyboard arrived before noon
on Monday)  Many thanks to him for his effort.Overall, K-12 did work diligently to correct the problem once they were truly aware of the issue and I believe K-12 has a very good product.  The frustration we experienced stemmed from the realization that everyone we spoke with (prior to the Revdex.com involvement) did not truly have the power to fix the problem.  There was no good way to "push" our concerns farther up the chain of command.  The customer service representatives that we have worked with have all been
very polite and professional and have done as much as they have the
ability to do.   However, it is very clear to me that the customer service representatives are not
empowered to correct issues that fall "outside of the box"    If it had not been for the Revdex.com I believe that our concerns would not have reached far enough up the corporate ladder to garner the attention of someone with the authority to look at the big picture and fix the problem.Overall, the problem has been corrected
Regards,
[redacted]