LearningRx

Initial Business Response /* (1000, 5, 2014/03/02) */
Contact Name and Title: LearningRx Home Office
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@learningrx.net
Program options were discussed and explained at length, many times, with this client. During these discussions, the...

benefits and advantages of LiftOff, ReadRx and MathRx were explained and examined multiple times. In other words, despite her claims otherwise, this client was well-informed when she made the decision to purchase the programs she did for her children.
Per our protocol, the Center based their recommendations on how this client's children scored on the independent assessment we have used with more than 30,000 clients. Based on those scores, the Center recommended appropriate programs, which the client agreed to purchase.
The client complains that she was not put in the LiftOff program, which in fact she was in (see attached documentation).
At the client's request, the Home Office reviewed each child's scores to determine whether or not the Center made the right decision for each child. After reviewing the scores, the Home Office concurred with the Center's recommendations, and further explained to the client why these programs were the best programs for each child's cognitive abilities.
Due to the client's ongoing complaints, threats, loitering in the waiting room, refusal to hold children accountable to training goals, as well frequent late cancellations and no-shows to training appointments, the Center made the decision to terminate the training agreement with this family.
The Center determined that, even though the client's children were doing very well in training, and the client expressed on many occasions how pleased she was with her children's trainers, this client appeared determined to be dissatisfied no matter what steps were taken to accommodate her and her family.
On 1-29-14, the Center refunded fees for all unused session as specified in the mutually agreed upon fee agreement. In addition, the Center went above and beyond our contracted obligations with this client in several ways: 1) The Center did not charge the client any penalties as specified in the fee agreement for the client's frequent last minute cancellations and no-shows. 2) The Center refunded the money for 5 sessions during which her youngest daughter was mostly non corporative to the point that training was ineffective during the 5 sessions. This is documented by training records. As a show of goodwill and compromise, the center refunded the money for, not 5, but 3 additional sessions as disputed by client. For a total of 8 refunded sessions.
In conclusion, the[redacted] provided comprehensive information about all our programs during the consultation process so the client could make informed decisions. They recommended the correct programs based on the children's test scores, parent observations and a learning skills rating scale, delivered the services the client agreed to purchase, and when the client remained agitated and dissatisfied despite the fact that her children were progressing very well through our programs, the Center refunded unused sessions and more.
Our goal is and always has been to help families. We see lives changed every day. It's rare that someone is unhappy with our services (in fact, our Customer Satisfaction rating is 9.5 out of 10--one of the highest in the nation!) but occasionally it happens and when it does, we are committed to doing whatever we can to remedy the situation and turn every member of that family from a skeptic to a fan. It grieves us that nothing we could do in this situation appeared to be enough.
We wish only the best for this family and hope the future holds goods things for each of the delightful children it was our privilege to meet and to serve.
The LearningRx Home Office.

Consumer Response /* (-5, 12, 2014/04/03) */
I'm not sure if I am able to see everything that learning Rx posted to close this case. BUT, as I stated in my complaint, this business did many fraudulent acts. But specifically about the contract that they posted, it again proves my complaint. The Liftoff program for [redacted] age and is 12 weeks. They charged me for a 34 week ReadRx program that the home iffice stated is for 3rd graders. Not pre-kindergarteners. They deceiptfully withheld that information, and when she started struggling AFTER liftoff, they pushed on because they charged me for 20 extra weeks for a program that was not age appropriate.
Consumer Response /* (3000, 15, 2014/04/08) */
I'm not sure if I am able to see everything that learning Rx posted to close this case. BUT, as I stated in my complaint, this business did many fraudulent acts. But specifically about the contract that they posted, it again proves my complaint. The Liftoff program for [redacted] age and is 12 weeks. They charged me for a 34 week ReadRx program that the home iffice stated is for 3rd graders. Not pre-kindergarteners. They deceiptfully withheld that information, and when she started struggling AFTER liftoff, they pushed on because they charged me for 20 extra weeks for a program that was not age appropriate.
Business Response /* (4000, 17, 2014/04/16) */
response attached
Consumer Response /* (3000, 22, 2014/04/28) */
1.) The chart that she has included to "prove" that ReadRx is a program for 4-6 year olds. The LearningRX Home Office in Colorado is the office that told me the ReadRx program is for "3rd graders, maybe 2nd graders depending on their performance and ability and considering my daughters history of 3 yrs of preschool with no improvements with her letters or numbers and her diagnosis of Auditory Processing Disorder, would not place her ability to do the ReadRx program". She was not even in Kindergarten when when she started this program and was only 5. This range including the range of a 4-6 year old after their program does not show what ability those 4-6 yr olds were at...were they already reading and at what level. LRX has much marketing material that I will include that also shows the 2nd-3rd grade level for the ReadRx and that LiftOff is for ages 4-6or7/PreK thru 1st. And as LRX also helps my argument as she states in her response "that students as young as 6 have completed the ReadRx program. [redacted] was 5, with a diagnosis that already put her well below the curve.
2.)LiftOff being a 12 wk program. Again, she confirms that it is. Yet [redacted]'s contract that we signed states she was placed in the ReadRx program and paid for 32 weeks for her. That is a 20 week difference that we paid for based on us trusting that the director knows the program and knows what she is doing. It seems like [redacted] did do the LiftOff program, but differing stories and timelines between the trainer and the director makes me wonder in what order everything was performed and according to much LRX marketing material, order is important. She ultimately decided to take advantage of us assuming that she could because she could see that we going to place 3 kids in the expensive program at the same time. But maybe didn't realize that it was still a struggle for us to do all three.
In regards to the money that they paid back for sessions that were not delivered. That is not what is at question. The type of program and the length of program that she should have been placed in according to her age and disability. BUT, as I mentioned in the original complaint, the amount that was reimbursed to us for "unused" sessions, was bad math along with bad note taking and the lack of LRX wanting to take responsibility for my 5 yr olds issues. She started crying about half of the sessions starting somewhere late in Sept/Oct. By the end Oct., there was a meeting held to discuss how to handle[redacted] constant crying.
LRX said that [redacted] only compromised 5 sessions by crying. But out of good faith would credit me 8. These numbers are drastically understated, that I could prove with other parents, myself, my husband, my 17 yr old, and my 14 yr old who would have been present at these sessions. She cried 50% of the sessions. Considering the importance they emphasize about how every minute counts in the session and not to be late, as stated in their "smart training tips", "If you start to cut each session by only 5-10 mins, you will lose a lot of time over the course of the program!" So if my daughter cried a min. of 15-55 mins 50% of the sessions, they grossly under-reimbursed us for unused sessions. The only reason we continued to keep [redacted] in was because of the statement that LRX is trained to say is that "your child has hit a wall. Once they work through that difficulty, they will succeed." She hits walls 50% of the time. We did try alternative reward systems at LRX, but none seemed to work longer than a week. The director claimed she didn't know this was going on past the Nov. 1st meeting, but she did. Her trainers were aware, her assistant who was there to keep [redacted] in line, and all of the other students and parents that were waiting in the waiting area. They began to ask me to leave while [redacted] trained, because they felt like I was a distraction for [redacted] even though I was not in sight. But it continued to happen whether I was there or not. I started questioning whether [redacted] was in the right program, whether it was age appropriate, whether we should try a later schedule instead of right after school (which I thought that they were going to allow when her trainers schedule opened up. But again, the director said she was unaware, which she was not because I discussed it as a possible solution to our problem. We were ultimately pulled from the program even though I was still willing and hopeful to find a solution to help my children. I believe it was because I was now aware of some discrepancies and had proof of my sons program not working for him....
3.) Charging for 20 extra weeks. Again, they charged for what was delivered. What was that? A program that is 22 weeks longer than what my 5 yr old should have been placed in. Every option was not discussed. Because I didn't know the ReadRx was for 2nd-3rd graders who didn't have my daughters diagnosis. In regards to my 17 and 14 year old, one of my complaints as is shown on my primary reasons for bringing them to LRX on the Skills Profile and Assessment, shows that I brought my kids there for Reading Help for their issues with dyslexia (Auditory Processing usually precedes dyslexia). That is why we paid $33,000 for their help. I continually discussed my concerns with the director why my two older kids were placed in only MathRx. Again, I have other LRX parents and emails and texts to support this. For months, I CONTINUALLY questioned whether the MathRx was the right placement for their dyslexia. The response was that their scores don't support a ReadRx program, but that their cognitive skills show that their deficits will be fixed in the MathRx. Constantly questioning, yet wanting to let their system work and believe that they might have the right answer and that maybe their reading problem would be fixed with the MathRx program with it's specific processing and memory help, I just held out hope because they continually tell you and also in their smart training tips it states as well "they tend to get 25% of the results in the first half of training and 75% of the results in the second half." So, as a parent you are stuck in trying to believe and hoping for something.
I did buy LRX recommended programs based off of the centers expertise and recommended programs, but specifically stated that on our pre signing of starting the program that we were looking for help with reading. ALL of their marketing states in black and white how all other programs and tutoring fails because these others entities don't look or work at improving the underlying cognitive skills. LRX said that they did that by doing the MathRx that it would help with the underlying problem. I showed her all of our other testing and all of other written diagnosis showing that Reading and Dyslexia was the issue. She said according to her scores, that this would help my kids issues and based on all of what their marketing states and on what the director said, I purchased thinking it would help them with their Dyslexia issues (which by the way includes issues with math). Included are my 17 yr olds 3 separate Practice ACT scores that happened to coincide their LRX training and it shows that there was no improvement made in reading, math, or science. None.
So, in response to the Home Office agreeing with Naperville LRX that my older two were in the right programs, I quote again out of LRX "Smart Choice The Learning Curve", "Correctly identifying cause of a learning problem is the only way to determine the correct treatment strategy. Even when there is limited success in a specific issue or subject, the underlying problem that caused the struggle in the first place remains. Identifying and treating the cause a learning struggle is the best guarantee of long-term success." At no time did Naperville LRX say that they could not help my kids with their reading. They said to look at the scores, they know how to assess, and in time wait and watch and we will see them improve. THEY DIDN'T. I did not sign or buy anything that wasn't stated to me that it would not help them with their form of dyslexia. The same LRX document states that "You must measure each childs cognitive skills to confirm the cause of his or her particular learning problem and formulate the right training." It might be as simple as director didn't assess my older two correctly. The testing has to been done with specific parameters for accuracy. If not done correctly, then the testing results aren't accurate.
In regards to the 30,000 clients. All over the internet there are complaints just like mine. So they can have 30,000 paid customers, but it doesn't mean they are all successful. What determines the success of the training, is the placement in the right program which based on all that was told to us and all of the marketing material, it sounded like they knew what they were doing. And clearly with the proof I'm providing,
Business Response /* (4000, 24, 2014/05/08) */
We have addressed all these items multiple times in person, over the phone and now in the Revdex.com forum. LearningRx would like to reiterate in summary, that all programs were provided as mutually agreed upon by the customer and the Center Director. The program options were reviewed at the request of the customer by the home office and confirmed to be acceptable recommendations based upon the student's profile and parental goals. We desire and work for the very best for all the families that partner with us. We have enjoyed working with these students and are so sorry that we have not seen eye to eye on this situation. We wish them the very best in their unlimited future.
LearningRx
Consumer Response /* (4200, 26, 2014/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes we have discussed this multiple times. But the information that you have provided the Revdex.com and the Home Office is very inaccurate. Also, again, it was the Home Office who told me on my initial conversation with them what age was appropriate for the ReadRx and LiftOff program and that with a daughter my age with her CAPD learning disability that ReadRx was not appropriate. It doesn't matter if you feel like you explained everything to me, clearly it was either to upsell us a program that was not age appropriate or because you weren't and completely knowledgeable about your own programs within your franchise. If the Home Office truly changed their support, it's based on the fabrication of your story and facts and timeline. There are two other LearningRX parents writing into them to explain how all of your false claims against my character and behavior at Learning Rx are false. The forms and emails that I provided and will provide, prove that your story is made up and it is sad that you don't really stand behind your business and just own up to making some really big mistakes with placing my kids in the right programs which clearly makes or breaks the programs success. And considering I paid you $34,000 for help when we were desperately looking for solutions, you clearly have taken advantage of the situation. Your character and your ethics as a person and a business are highly questionable and risky for anyone else wanting to place their child in your program. I would take a lie detector test, place my hand on a bible, and declare all of my information being 100% true.