K12 Inc

Review: I began working with k12.com in August 2013. They were processing my daughter's enrollment in [redacted]'s High School program. My daughter's name is [redacted] and is to be starting the 11th grade. I spent 4 weeks working with them and completing and faxing in almost 80 forms and documents to complete her enrollment process. During my very first phone conversation I informed the "PAL", their Personal Admissions Liaison, that I was very concerned about getting everything completed on time because our public schools start on August 26th. The PAL replied that we were fine on time, that they start a new group of students every Monday. Regardless, I pushed to complete their list of required documents and conferences as quickly as I could get someone on the phone or internet chat to help me. Their hold time was rarely less then 2-3 hours. There were several documents I had to re-fax to them as one representative was able to see the paperwork in my daughters file but the next representative was not. During the 4 weeks of calls and chats I was never once informed of a deadline for my daughters enrollment. I called in on September 5th and spoke with a PAL because I was unable to get any faxes to go thru on their end at all, I was informed that their fax machines were down and to keep trying the 2 different fax numbers they provided me during a chat conversation. On Friday September 6th I called into a PAL again to make sure everything was completed. During that conversation she informed me that a document a past PAL had emailed me and had me return was the wrong document, she then emailed me the correct one. She did not inform me of a deadline at all, I asked her what would happen next after I faxed this new document into them completed. She said my daughter would be approved and then within a couple days they would have a place for her and would ship out her supplies. Again, she did not inform me of a deadline. I filled it out and tried to fax it in, once again none of the fax number would work. I was finally able to fax it to them on Sunday September 8th. On Monday September 9th I did see that my daughter was marked as approved on her online dashboard that K12 provides. On Wednesday September 11th I saw her approval box included the term "wait list". I started a conversation with a Chat representative. I asked them what the "wait list" meant. The rep told me to disregard that, that it was for their document processors to see. I asked the chat rep what the next step was for my daughters enrollment in [redacted]. The rep at that point told me I had missed the deadline to start school and she may not be able to start with them until the next school year. I explained that I was never informed of a deadline and asked when it was. They said it was on Friday September 6th. I then asked why the PAL did not inform me of that when I spoke with them on the 5th, the rep then stated No, I am sorry the deadline was actually on Wednesday the 4th. Then informed me to call a PAL in regards to this. This morning the 12th I called into K12 and spoke with a PAL again, they did inform me that yes we did miss the deadline. I explained that I was never informed of a deadline at any time. Not during any of the numerous phone calls and chats I had had with K12. Not even when I called in on the 5th and the 6th was I informed that there was a deadline for September 6th. Regardless of this they said all they could do at this point was have my daughter wait to enroll with them in January 2014! They took no responsibility for the lack of communication on their end. Since that call I have gone back and looked over all the enrollment forms they provided me and looked over their full website, none of these things had a deadline for enrollment listed. They in no way shape or form, or during any of very many conversations I had with this company did they tell me about a deadline for my daughters enrollment in the [redacted] Online High School. Not even during the 40 minute conference I had to have with them so they could explain the requirements of the program and how it functions. Because of their mistake my 16 year old daughter looses out.Desired Settlement: I want them to provide my daughter with the service they stated they were. My daughter should be able to start the online schooling immediately. They need to provide her with the supplies and online access to [redacted] online High School. She will be behind because of this, that will be up to her and us to get her caught up. The time difference is only a few days at this point. They should make an exception for her and let her start now because it is their fault she missed the deadline they did not inform us of by 2 days.

Business

Response:

Friday September 6th was the last day for a high

school student to be approved for a 1st semester start date. Due to a high volume of interest, we message

that documentation should be submitted by September 4th to allow for

document processing. The Enrollment Team

notified families of the deadlines during phone conversations, voice mails and

emails. Please note that our fax

machines did not go down during this crucial time. We experienced a high volume

of incoming faxes which resulted in a delay for some families in getting the

documents through an open port.