Knowledge Exchange Institute

This letter is in response to the frivolous complaint filed by [redacted] did indeed participate in a KEI sponsored study abroad program at the Institute of European Design in...

Milan, Italy during the Fall 2014 semester. This program was approved by [redacted]’s university, [redacted]). Below you will find replies to each of the allegations brought up by [redacted]. With regard to [redacted]’s claim that KEI falsely informed her that [redacted] could not withdraw from the program because the program fee had already been paid… This statement is completely false and misrepresented. First, there was no formal request by [redacted] to withdraw from the program. Second, when [redacted] called to complain that [redacted] was not processing [redacted]’ financial aid in a timely manner and to inquire about a possible withdrawal if her financial aid was not disbursed on time, I informed her that the Registration deadline for the program had passed. As such, [redacted] would be responsible for paying the program fee even if she withdrew. This policy is clearly outlined in the KEI Policies and Procedures, which is available on our website at [redacted] sign a Stud ent Agreement (available on request) acknowledging that she read and understood the KEI Policies and Procedures. Third, at no time did I tell [redacted] that the program fee had been paid. Rather, I informed her that [redacted] had a balance on her KEI account in the amount of the program fee. I also informed her that according to the Financial Aid Disbursement Form (available on request) completed by her university, [redacted] would receive $18,431 in financial aid which was scheduled for disbursement to [redacted] on * August 2014. KEI, in turn, revised the payment due date to ** August 2014 to allow time for [redacted] to make payment after receiving her financial aid. With regard to [redacted]’s claim that the program started a month after arrival and [redacted] was only able to take three courses… Again, this claim is completely false. During the first month of the program (September), students take 2 courses. These courses are specifically organized for American study abroad students to help them understand the Italian design industry and style of communication. They also serve as a bridge since regular courses at the Institute of European Design start in early October (which is customary for universities in Italy and Europe). For the remaining 2½ months of the semester (October to mid-December), students can take up to 3 elective courses of their choosing. These courses are open to American and Italian students studying at the Institute of European Design. There was some confusion among students (of their own doing) with regard to which courses they could take, but this matter was resolved and [redacted] was enrolled in 3 e lective courses. In total, [redacted] was enrolled in 5 courses (for a total of 15 credits) during the Fall 2014 semester. She received an incomplete grade for one of these courses. With regard to the refund… KEI initially deducted $232 from the $850 damage deposit, which was submitted by [redacted] prior to the program. We mistakenly included a $60 deduction for an additional night stay in the housing. This was certainly not intentional as we assumed [redacted] stayed an additional night with her housemate. When [redacted] pointed out that only her housemate stayed for the additional night, we removed the $60 deduction. Hence, [redacted] received two refund checks from KEI. The first was in the amount of $618, which was processed on ** February 2015. The second was in the amount of $60, which was processed on ** March 2015. The total deduction of $172 was made for a missing towel and over usage of utilities. The towel accounted for about 10 euro ($12). The remaining amount was attributed to utilities. KEI includes the average use of utilities in the program fee. Students are informed that they are responsible for paying any overages in utilitie s. This is clearly stated in our Predeparture Guide (in the “Utility” section), which is emailed to students with their Admissions Notice. A copy of the Predeparture guide is available upon request. Students are also cautioned about utilities during the onsite orientation. Our [redacted] in Milan reminds students that standards in Europe are different than in the USA and they must be mindful of how much water and electricity they use, to turn off lights when they leave the apartment, etc. [redacted]’s claim that [redacted] was not aware about the utilities is simply dishonest, as is the rest of her complaint. KEI will not refund any amount other than what has already been refunded.

Review: My daughter used KEI's service to study abroad in Milan from September -December 2014. We initially had trouble when my daughter's school told her that she would not be able to attend the study abroad program not long before she was due to depart. I contacted [redacted] of KEI and informed him of the situation. He told me that it was too late to take my daughter out of the program because they had already been paid. I was stuck between a rock and a hard place; over $14,000, which I thought at the time had already been paid to KEI and her school not authorizing her to go. Finally worked it out with her school and she was allowed to go. Roughly three/four weeks into her stay my daughter receives an email stating that she still owed $14,850 to KEI and if she didn’t pay immediately she would be kicked out of the program. [redacted] falsely represented his organization by telling me that my daughter was not withdraw because her tuition had already been paid.

Upon my daughter's arrival she spent over a month and a half waiting for classes to begin. When classes did begin she was dropped from the ones she originally signed up for. She was signed up for five and it dropped to three. She was in constant conversations with the Milan institute as well as KEI's [redacted] to reinstate her to the classes she originally signed up for. The three-month study abroad program turned into roughly 6 weeks.

Finally, my daughter was due a refund of her security deposit of $850. KEI refunded $618, the remaining $232 they say was for missing towels (which my daughter did not take) and utility overages. My daughter had a roommate who extend her stay and her family stayed in the apartment with her after the program ended. KEI can not tell me what the utility overages are for; how many towels are missing along with how much they are charging for each towel. It was not disclosed in any paperwork that there was an allotted amount for utility usage and what that said amount is. How can someone keep track of something they aren't made aware of?

The entire experience turned out to be more of an expensive vacation rather than a true learning experience.

I will note that KEI did offer to refund $60 of the $232 due since my daughter was not the one to extend her stay however that would still leave a refund due of $172. At this time the $60 they have promised to pay has not been received.Desired Settlement: I am seeking a return of funds in the amount of $7597. Of that amount $7425 is half of the tuition paid for the 6 weeks my daughter spent waiting for classes to begin and the education she failed to receive due to the disorganization and lack of effective planning between KEI and the Milan Institution. The money that was paid to these institutions could have been used to pay for a full year of learning at my daughter's home school. The remaining $232 for the balance owed from the security deposit.

Business

Response:

This letter is in response to the frivolous complaint filed by [redacted] did indeed participate in a KEI sponsored study abroad program at the Institute of European Design in Milan, Italy during the Fall 2014 semester. This program was approved by [redacted]’s university, [redacted]). Below you will find replies to each of the allegations brought up by [redacted]. With regard to [redacted]’s claim that KEI falsely informed her that [redacted] could not withdraw from the program because the program fee had already been paid… This statement is completely false and misrepresented. First, there was no formal request by [redacted] to withdraw from the program. Second, when [redacted] called to complain that [redacted] was not processing [redacted]’ financial aid in a timely manner and to inquire about a possible withdrawal if her financial aid was not disbursed on time, I informed her that the Registration deadline for the program had passed. As such, [redacted] would be responsible for paying the program fee even if she withdrew. This policy is clearly outlined in the KEI Policies and Procedures, which is available on our website at [redacted] sign a Stud ent Agreement (available on request) acknowledging that she read and understood the KEI Policies and Procedures. Third, at no time did I tell [redacted] that the program fee had been paid. Rather, I informed her that [redacted] had a balance on her KEI account in the amount of the program fee. I also informed her that according to the Financial Aid Disbursement Form (available on request) completed by her university, [redacted] would receive $18,431 in financial aid which was scheduled for disbursement to [redacted] on * August 2014. KEI, in turn, revised the payment due date to ** August 2014 to allow time for [redacted] to make payment after receiving her financial aid. With regard to [redacted]’s claim that the program started a month after arrival and [redacted] was only able to take three courses… Again, this claim is completely false. During the first month of the program (September), students take 2 courses. These courses are specifically organized for American study abroad students to help them understand the Italian design industry and style of communication. They also serve as a bridge since regular courses at the Institute of European Design start in early October (which is customary for universities in Italy and Europe). For the remaining 2½ months of the semester (October to mid-December), students can take up to 3 elective courses of their choosing. These courses are open to American and Italian students studying at the Institute of European Design. There was some confusion among students (of their own doing) with regard to which courses they could take, but this matter was resolved and [redacted] was enrolled in 3 e lective courses. In total, [redacted] was enrolled in 5 courses (for a total of 15 credits) during the Fall 2014 semester. She received an incomplete grade for one of these courses. With regard to the refund… KEI initially deducted $232 from the $850 damage deposit, which was submitted by [redacted] prior to the program. We mistakenly included a $60 deduction for an additional night stay in the housing. This was certainly not intentional as we assumed [redacted] stayed an additional night with her housemate. When [redacted] pointed out that only her housemate stayed for the additional night, we removed the $60 deduction. Hence, [redacted] received two refund checks from KEI. The first was in the amount of $618, which was processed on ** February 2015. The second was in the amount of $60, which was processed on ** March 2015. The total deduction of $172 was made for a missing towel and over usage of utilities. The towel accounted for about 10 euro ($12). The remaining amount was attributed to utilities. KEI includes the average use of utilities in the program fee. Students are informed that they are responsible for paying any overages in utilitie s. This is clearly stated in our Predeparture Guide (in the “Utility” section), which is emailed to students with their Admissions Notice. A copy of the Predeparture guide is available upon request. Students are also cautioned about utilities during the onsite orientation. Our [redacted] in Milan reminds students that standards in Europe are different than in the USA and they must be mindful of how much water and electricity they use, to turn off lights when they leave the apartment, etc. [redacted]’s claim that [redacted] was not aware about the utilities is simply dishonest, as is the rest of her complaint. KEI will not refund any amount other than what has already been refunded.