K12 Inc

The Director of Enrollment
Operations at K12 and the [redacted] staff have worked closely with
the family to ensure all required documents have been received and the
enrollment process has been completed.  K12 called the family today to report
that the student has been approved for enrollment into the school.  A
Special Education Placement counselor will be contacting the family in the very
near future to assign courses which will allow for the student’s materials and
computer to be shipped directly to the family. We apologize for any confusion
the family may have experienced during the enrollment process and we wish the
student all the best in their education.

[redacted] Academy’s District Guidance Director has attempted to reach this family using the phone number provided. [redacted] Academy is happy to speak with this parent and discuss their concerns.  [redacted] Academy’s charter prevents the school from accepting incoming students who...

started their high school career during or before the 2014-2015 school year. These students would be considered cohort year 2018.  As a charter school, and a school of choice in GA, [redacted] Academy has strict enrollment policies and applicants are accepted based on their cohort year. It is strongly recommended that this parent enrolls their student in a school with in their local school district.

A K12 Sales Agent confirmed the cancelation on 10/13/2014
and the refund was processed on 10/23/2014 in full for $69. We ask that the
customer please...

allow 10-15 business days for the refund to be reflected in
their bank statement. This information is outlined in our refund policy. Upon receiving the Revdex.com complaint, the K12
Sales Support Manager attempted to reach out to the customer via phone and
email to explain the delay in seeing the refund in her account and to see if
we could be of further assistance. 
With the information at hand, it appears the customer
purchased [redacted] Online which does not have offline materials associated with
the product. We do, however, offer another Pre-K product called [redacted]
Comprehensive, which has associated materials and is a different product altogether.
We would be happy to discuss [redacted] Comprehensive with the customer if she is
still interested in an online product with offline materials.

We
acknowledge the online schooling model that our school delivers is not the
right fit for every student. We covered upfront the responsibilities that fall
on the school as well as the family and what our tuition in fact covers.
Tuition covers not only access to selected courses, but also includes physical
and online schooling materials, access to our teachers, proactive teacher
involvement, academic coaches, and a 24/7 technical support team.  From
day 1, all were available for Ms. [redacted] to utilize as concerns, questions, or
outages arose. Our academic staff is
proactive in reaching out when they identify any struggles from students to
help get them back on course. They connect via multiple internal system
communication as well as attempt phone calls to numbers we have on file.  
At this
time we are not able to provide a full refund due to the contract terms that
Ms. [redacted]greed upon and signed.  In addition, there are costs we
incur to have school services available for students who are enrolled in our
program. However, we were willing to work with Ms. [redacted] due to her concerns
and fluctuate from our, upfront mutually agreed upon, payment and refund terms
pending their current situation. We have been trying to reach the family
directly and walk them through our withdrawal process, and escalation services
we provide to families in extenuating situations. As a school we take time to
weigh every family’s concerns individually. We have already waived the future
payments, in which the customer had multiple payments remaining; based on the internal
escalation form we recently received.

They have the WORSE customer service! They continue to call and restate the same incorrect information, promise to take care of the issue immediately, but NOTHING changes and then a couple days later ANOTHER Rep will call and restate the SAME incorrect info - and the cycle continues!!! As of right now, I'm on hold for a Supervisor and I've already been on hold almost HALF AN HOUR! Again, either they are incapable of resolving issues or unwilling to give good customer service.

The Sales Support Manager spoke to [redacted] today and confirmed the cancellation of the account. There was confusion on both sides regarding the cancellation. Due to the confusion we refunded  the difference from her original call date. We apologize for the delayed response over the past...

week, and outlined we have had phone issues and unexpected volume.

Review: I purchased the preschool program from K12 and contacted them to return it within the timeframe they offered a money back guarantee. I emailed them to get directions for returning the material, followed the directions and returned the material. I requested an update regarding my refund which was promised within 30 days (it has been 29 and tomorrow is a non-business day) and no one has responded. I want my refund as promised.Desired Settlement: A refund of $128

Business

Response:

They have the WORSE customer service! They continue to call and restate the same incorrect information, promise to take care of the issue immediately, but NOTHING changes and then a couple days later ANOTHER Rep will call and restate the SAME incorrect info - and the cycle continues!!! As of right now, I'm on hold for a Supervisor and I've already been on hold almost HALF AN HOUR! Again, either they are incapable of resolving issues or unwilling to give good customer service.

Review: I have been trying to cancel my son's independent learning class with K12, Inc. for several months. I have called the customer service number numerous times, and was either told there is no record of my account, or was given another number to call. When I call the other number, I get a message saying that all representatives are busy and to leave a message for a call-back within 24 hours. However, I have never once been called back, even after repeated messages. I then resorted to emailing the help line repeatedly, which only results in frustrating messages that tell me to call the number that never answers. The most recent attempts at contact happened on 8/20/14 at 1:09pm to ###-###-####, 8/21/14 at 10:20am to ###-###-####, and 8/21/14 at 10:28am to ###-###-####. Additionally, I sent an email on 8/20/14 to [email protected], that was returned on 8/21/14 with the message "Please contact our K12 Sales Department at ###-###-#### for questions regarding your account." Meanwhile, I continue to be charged $29.95 for a class that should have been canceled months ago. This is fraud. You can't just not answer the phone in an attempt to keep taking my money. This needs to be fixed immediately.Desired Settlement: I want my account cancelled immediately, and all billing to cease.

Business

Response:

The Sales Support Manager spoke to [redacted] today and confirmed the cancellation of the account. There was confusion on both sides regarding the cancellation. Due to the confusion we refunded the difference from her original call date. We apologize for the delayed response over the past week, and outlined we have had phone issues and unexpected volume.

Consumer

Response:

[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.]

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.

Worst experience. Complete waste of time and effort. Repeatedly sent documents over and employees have no idea what they are doing. Rejected my daughters ethnicity form and 504 repeatedly. I worn anyone thinking about K12 enrollment. Starting to believe if your childs mexican and has accommodations K12 won't be interested in the child's enrollment. It's a joke!

Review: I purchased material at the begining of September, I have been calling the retuns department for over a week, I have left multiple messages, no one is returning my call. I am trying to return the material since it was not what I expected, I am trying to get authorizatin code to return items & get my money back howver no one answers, there is no chance to wait in Queue for a representative. Last week I called everday, I called at least 20 times. Today I called before they opened, the automated system stated it was closed, I called as soon as it was 9am EST then the automated system stated that all representatives are assisting other callers, I doubt it since there is no option to wait in Queue & I had called 30 seconds before they opened. The don't return calls & k12 only provides a 30 day money back guarantee, since no one answers & no one else can assist me but a department that is not there I will have to keep the material & they will keep my money. Please assist me with this. My order# is [redacted]. Also I tried to log into my account & the system states I don't have an account when I received an email stating I have an account & I am using the sane user name as stated on email confirmation. Also the representative told me that the monthly fee of around $72.00 would be comming out of account monthly starting next month, a couple days after they have already debited the amount & it was suppose to be debited next month. I have called other tel# associated with the company, I was advised only that department can help me, I explained no one answers or returns calls.Desired Settlement: Please assist me in communicationg with someone in returns department that way I can return the items & receive my money back, I can't get any one to assist me.

Business

Response:

Review: My son is enrolled in [redacted] Academy which gets its computer hardware through K12 Inc. Our son left K12 at the end of 1st semester this past year to attend a one semester program out of state. All of the computer equipment was shipped to the K-12 receiving department in [redacted] Kentucky. I have tracking numbers for all three boxes (CPU, Monitor, Printer). The tracking information shows all three boxes received February 27, 2014 in [redacted], KY and sign by K-12. K-12 does not have record of receiving these boxes and now that my son is enrolled back into [redacted] Academy for his senior year he cannot get his computer equipment because K-12 policy will not ship out new equipment until the old stuff is returned. Our first communication concerning this took place in March 2014 when K-12 contacted us asking when we planned to ship the equipment back. We explained that we had shipped it back and had the tracking numbers to prove it. The tracking numbers were provided and we believed this was taken care of. Now that we are trying to get the school season going we are finding out that is not the case. The customer service reps that I or my spouse have spoke to are very polite and each one has filed a "Case number" to get this resolved. I have provided the tracking numbers to three different people and as of now we did receive the CPU but still have no monitor, keyboard, or printer. The case numbers are [redacted] assigned by Julius (this did get the CPU shipped to us). The others are [redacted] which was created around 8/4 and the last is [redacted] assigned by Cindy yesterday. The tracking numbers are: [redacted]; [redacted]; [redacted] each of these will show that the boxes were received in February but we were never "credited" with sending back the equipment. We are not getting any indication that someone has confirmed that we did indeed send back this equipment which will open the door for our son to get the rest of his equipment.Desired Settlement: We simply want to get the computer monitor and printer and any additional equipment that goes with it shipped to us so our son can start school next week.

Business

Response:

Review: I joined Keystone National High School on July 18,2013 for Spanish 1 and Spanish 2 full credit courses and certain issues had come about were I could not do the courses at all and never used the books or the test booklets. So on May 27,2014 I contacted the Spanish teacher I was wanting to withdraw and wanting a refund so she transferred me to a student service representative who handles withdrawals and she emailed me back on May 28,2014 saying I would be unable to receive a refund because she said I agreed to the Liberal Tuition Refund Policy and it is past the active 30 days policy so I cant receive a refund. I have a copy of the enrollment agreement from when I enrolled and it states that the agreement is not binding unless signed by student and I did not sign anything. Also when I asked to speak with someone higher in the company for me and my mom to explain the issues regarding why I did not do the courses and wanting so sort of refund they would not give me the names or contact information of that. The student service representative said they will direct you to me anyways and she did not give me someone higher to talk to either. I asked to contact a manger and they just kept directing me to withdrawals when my concern was not with that anymore it was about the enrollment agreement. so this is why I am contacting Revdex.com.Desired Settlement: I would like to be in contact with someone who can give me some sort of refund and to tell them the reasons why I withdraw and should consider my situation.

Business

Response:

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.

Consumer

Response:

[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]

Review: [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,

Business

Response:

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.

Consumer

Response:

[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]

Review: [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,

Review: I enrolled my daughter for K12 and got all documents in by 7/8. I got an email on 7/8 saying my daughters documents, [redacted], were approved but her enrollment was not yet approved. I spoke with Vanisha leading up to this out of the VA office. She did a pre interview over the phone with me. After talking with John the next week at the same Customer Service number..He said he saw us in the system but not sure why it has not appeared to be touched. he said I should get a call back in a few days. In this past week, I have called and all phone at shut down. No one is there. I have emailed the online email where it says they will call within 24 hours and no response. I cannot get a hold anyone. Every number I call, it says enrollment is closed. All of my items were approved and sent in before this deadline............Yet no call from anyone. School starts back Wednesday and we are left in lingo. I got on [redacted] and left a post on the K12 page asking for help to no avail. I only discovered other parents in the same boat. Please, I desperately need help. My daughter has no school to go to. We are ready to start K12 but cannot reach anyone. They left us in limbo. All my items were submitted and approved on 7/8...Desired Settlement: I need someone to call me and give me the status of this enrollment. There is no reason why we would not be approved.

Business

Response:

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.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I did have all information presented prior to the date and all items on the website when I log in are marked completed with a green check mark. This was my last message from them: Dear [redacted],

You’re almost done! You’re finished with the K12 Application and Admissions Process for [redacted] to attend Tennessee Virtual Academy for 8th Grade – but they are not yet approved.

Review: I need to cancel my sons subscription to the k12.com service. I have called multiple numbers and I have been redirected to different associates every time. Finally someone gave me a phone number to call, but every time I call it it says all the associates are busy and to leave my name and number and they will call me back during that same business day. I have done that multiple times, but nobody calls me back. I have been trying to cancel this subscription for almost 2 months. There is no online system set up to cancel it either. It is getting very close to the day that my automatic subscription will be renewed, and I do not want it renewed. I would like it cancelled ASAP!!Desired Settlement: I would like my sons subscription cancelled (his name is [redacted]). If I am charged for another month I would like a refund for that month.

Business

Response:

We proactively cancelled [redacted]’s contract and refunded the amount in question. We 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.

Consumer

Response:

[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.]

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,

Review: Company mislead me to believe that records and documents were being properly recorded and progress on enrollment was actually completed. I later after 5 days found out that records were not being properly handled and that because of this company neglect my son has not yet been able to begin school. OVA advised me that in fact things were not submitted. When I questioned K12 there was multitude number of excuses from forms were not turned in (which was not true and I had a record of submission) to oh I think that the OVA system just hasn't updated. They are not a truist worthy company that has a monopoly on our Ohio Online schools!! They are not processing paperwork. They are approving then changing the status with out any warning then changing it back ! Our children's school education is at stake and there is not repercussion for this~!Desired Settlement: Exposing the truth of K12 via local media and the attorney general's office!

Business

Response:

Review: My son is enrolled with k12 at the Texas virtual academy. I would like a refund and to return all the materials. I have been trying to get a hold of sales support to get this completed but they have been ignoring my voicemails and have failed to return my calls. It has been over one 2 weeks and 8 voicemails later. I have not gone past the 30 days, as I am also aware of this. The line says to leave a voicemail and they are never available.Desired Settlement: I want to cancel the service and return the material. I am within the 30 day guarantee and have tried for 2 weeks to get someone to call me and start/complete the refund/cancellation of services.

Business

Response:

Review: K-12 has an independent study course for preschool called [redacted]. They give you 30 days to ask for a refund. The only option they give to ask for that refund is over the phone. I have called every day for the past week, left several messages (that they say they will return in 24-72 hours), written 2 different emails to them (guaranteed to receive a response in 24 hours and only the first one gave me a response)and I cannot get any response from them! I ordered their program Sept 19th, hadn't received the supplies by the start date of Oct 3rd, wrote an email that day (supplies never shipped and are only supposed to take two weeks to receive anyway). I don't want to pay $69 for something that isn't going to be used. Can't afford that money to be wasted frankly. I have been trying to get a refund since Oct 6th and it's been a week now of them not keeping their "guarantee call back".Desired Settlement: Just simply my refund. It was $69 dollars with no setup fee for a year of schooling. If I can't use it, I want my money back.

Business

Response:

Review: I signed up for k12 starting 3 months ago. About 4-5 weeks Before enrollment was closed I sent in all required paperwork that they requested. I never heard anything back.I called them asking if I was enrolled.I had to call several times,a friend called as well. I never got an answer,the last time I spoke to customer service they said my daughter was not enrolled and they can't help me because customer service was for customers only and that since I am not a customer they won't help me. Several times they gave me the enrollment phone number to Tennessee Virtual Academy saying that is who I need to talk to,when I call that number I get a recording and a hangup,no option to leave a message. They are still advertising open enrollment. If I did everything required of me to have my daughter enrolled then the responsibility is theirs to do the rest.It isn't my fault they didn't enroll her after I did everything and there is nothing else to do. I feel since we had everything in by the deadline and that they are still advertising open enrollment that my daughter should be enrolled.Desired Settlement: My daughter enrolled into K12 Tennessee Virtual Academy

Business

Response:

Review: I can't get my son approved. Everytime I call I get told a different story by a different person. One day all my sons documents are approved, and then they're not. One person I talk to says that none of my documents I can provide for proof of residency are acceptable. I call back the next day, and a new person says they are. My sons IEP was rejected on July 21st. However, I was not told until August 10. When I called last about m IEP back in July to see why is hadn't been approved I was told that -"My dashboard may not show it was, because it gets sent directly to Special Education. Don't worry about it." I have been trying to get this done, and its taken months. It is also not done yet. I have had nothing but the run around, and never the same answers twice.Desired Settlement: My sons enrollment. All items needed for school on time for the Aug. 25 start date.

Business

Response: