PrepScholar, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments belowRegards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I received email from PrepScholar on Oct 28th for address to send a checkAfter providing that information I received another email on Nov 1st that says I would receive a check by end of next week.“The checks are sent directly from our bank via first-class mail, which does not provide tracking informationYou should see the check by the end of next week!” Since I have been promised few times earlier but nothing happened and still waiting for refundSo I could not accept the resolution until I receive the money.Regards,
*** ***

The customer rejected our response without reasonPrepScholar's first response contains replies to the original points brought up by the customer

Hi ***,Thanks so much for writing in to PrepScholar and checking in on your score reportsWe did receive them Friday (10/27), and are processing them today. Your original request for a refund occurred on 9/26/Our terms of service (***)
guarantees that your refund will be processed within days, though we try to process them much quicker than that!Here is the relevant section from our terms of service:The submission must contain the email address of the account as well as a Payee name and a Payee addressIf you purchased a Complete package, the full sum you paid will be refunded to youThe credit Refund method will be via credit card or check at PrepScholar’s discretion within days PrepScholar receiving the request.Our support agents are working on this refund case now and are actually ahead of our quoted 6-week turnaround that we noted on 10/18/2017.Please let me know if you have any further questions about this refund.Best,*** ***Operations Manager, PrepScholar

Hi ***, I got a note from our course manager that you've submitted a Revdex.com complaint about not being able to receive a refundI sincerely apologize for the frustration this must have caused youI just canceled your account and refunded you your course moneyYou should see it being returned
within a couple of days if not immediately to your account.Again, so sorry this happened - normally people ask for a refund through our 1-number or our *** *** *** both of which are prominently displayed on our homepageI went through the records and I did not see a refund request coming from your name or emailIt's definitely possible that you've emailed somewhere else and it got lost in the shuffleI will make sure to improve transparency and communication on the website. I would really appreciate if you could update your Revdex.com rating and clarify thisWe are a small business and these sort of complaints really hurt usWe are in no way trying to scam you and providing no-questions-asked refunds is something we do on a routine basis. Apologies again, I hope this solves your issue. Sincerely,Director of GRE, Yuan

Hi,My name is *** *** and I am the Operations Manager for PrepScholarWe received a complaint on December 3rd, stating we did not honor our refund guarantee for students who do not improve at least points after completing our ACT preparation program.There were discrepancies between
our internal analytics and the results reported by the user, but we issued a full refund on December 29th, after reviewing all correspondence and relevant details with our support team.I would like to have this complaint removed as we did issue a refundThere is a screenshot of the email that was sent on December 29th stating that the check was sent and due to arrive by January 4th, attached to this message.Please let me know if you require any further information to resolve this case.Best,*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I have also been in contact with the business directly and they have stated that they are processing the online program refund and will provide hours of tutoring credit per terms of conditionsHence, I will accept the business's response and close this complaintThis resolution is contingent that the business follow through on their refund/reimbursement communicated to me today (Nov 2, 2017)
Regards,
*** ***

Hi ***,Thank you for writing to PrepScholarWe are sorry to hear that your score did not improve after mastering our skills, and we are going to work to help you get the score that you’re hoping to achieve.We received your score report from the College Board on 8/16/2017, exactly weeks after
the College Board received your requestWe have verified that you qualify for a $refund in addition to another hours of tutoring with a new tutor.Our standard reply time is hours, which you can see in the following history of correspondence:We sent instructions on 7/to show how to verify mastery and how to send us score reports for verificationWe received a followup on the same day, 7/28, which we then answered on 7/29.We received an email on 7/letting us know the score reports had been sent and expedited, but that it would take 2-weeks for the College Board to process the requestWe thanked the customer for letting us know and said we'd be in touch as soon as we received the reports.On 8/7, just one week after the request had been sent, we received a followup checking on the status of the refundWe responded on 8/letting the customer know that we hadn’t received the score reports, but that they should followup with the College Board for a tracking number and to check on the status.We immediately verified the refund qualification and assigned a new tutor on 8/16, the same day that we received the required documentation from the College Board.We have requested your payee information to process the refund and assigned a new tutor according to our terms of service, quoted below:The credit Refund method will be via credit card or check at PrepScholar’s discretion within days PrepScholar receiving the requestIf you purchased the Complete + Tutoring package, then you will get $back, and in addition 100% of the tutoring hours you purchased and completed before the test given to you as a free creditSuch a tutoring credit may only be applied once, with a maximum of hours creditCredit hours count as promotional hours for purposes of the terms and are not eligible for cash conversion or refundsYou not claim this guarantee more than once (e.gif you don't improve a second time around).Thank you for using PrepScholar!

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. First, I would like to note this complaint with the Revdex.com has gotten the absolute fastest response from PrepScholar. Second, prior to purchasing the PrepScholar program, as stated before, I verified the requirements to get a point increase with the PrepScholar Advisor. He was made aware of the test date my child was signed up for - at no point in the process prior to my purchase was there ANY mention made of skills, certain number of tests, mastery, etc. He only mentioned 'we recommend hours' of study time which my student more than met, took ALL lessons and tests when prompted and even uploaded additional lessons which was not assigned each week up until the afternoon before the official test date. PrepScholar's non-disclosure of lessons mastery, etc. for points prior to purchase is an absolute SCAM and families should be made aware before signing up.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
[The services was useless for meIt was approved as big waste and mistakeThe worst thing is that the company never listen to their customers and did not provide service in timeIt only gave your their own none sense policy. No wonder so many complains to themI would not recommend it to any one.]
Regards,
***

Dear ***, We received a complaint on 10/1/stating we did not issue a refund in accordance with our terms of service According to the terms of service publicly available on our website (http://www.prepscholar.com/act/s/terms), we state that our score improvement guarantee
requires completion of our course. The relevant excerpt from our terms of service: "2) You finish our courseYou take and pass, as defined within the PrepScholar package, every lesson assigned to you by PrepScholarThis includes completing all practice tests assigned to youThis includes either achieving mastery on all lessons or taking a lesson sufficiently many times so it is no longer assigned to you.” Our ACT course is broken into lessons, of which only have been mastered on the account in questionUnfortunately, we're not able to grant you a refund on your program because *** did not come anywhere near completing the course. While he was making his way through lessons, he unfortunately was not making progress on them since he only mastered of the skills tested on the ACTEvery single question he gets wrong is accompanied by straight-forward and in-depth answer explanationsFor every question he got wrong, *** is expected to spend some time reviewing his mistakes so he won't make them again next time we present him the quiz Our program is not set on a based number of hours, but instead on skill masteryBecause there are so many forms of studying, all of which conceivably take the same amount of hours, we've defined our program very carefully through this set of testable skills on the ACT Considering that *** only mastered of the skills, a point increase is actually very significant and *** should be proud of himself! Best,
*** ***

Hi,My name is *** *** and I am the Operations Manager for PrepScholarWe received a complaint on 3/19/stating we did not send a refund in accordance with our terms of serviceAccording to the terms and service publically available on our website
(http://www.***/act/s/terms), we state that all refunds require official copies of before and after score reports be mailed to our Cambridge, MA office to verify that the user qualifies for our refundBelow is the relevant portion of our terms of service:“Submission of RequestWe receive your request within days of the when the Associated Account was paid forThe submission should include an official ACT score reports listing all ACT scores of the student's history, including the Before-Score and After-ScoreThe score reports must clearly show the student’s name, test date, and scoreThe score report should be directly sent by ACT to: PrepScholar Inc.Attn: Score Reports*** *** ***
*** **
*** ** ***The submission must contain the email address of the account as well as a Payee name and a Payee addressIf you purchased a Complete package, the full sum you paid will be refunded to you.”After numerous attempts on the dates provided in the complaint (11/18/2015, 2/4/2016, and 3/19/2016) to explain the need for copies of the reports to be eligible, we ultimately decided to make an exception to our terms and provide a full refund without the required documentationThe refund time has been extended by the fact that the user provided a street address without a valid state and has not yet responded to our second request for the proper location to mail the check.I would like to have this complaint removed as we did make the exception to issue a refund despite lacking the official score reportsWe reached out to the user for a second time on March 24th to request a valid address to send the check to and we are currently awaiting their response.Please let me know if you require any further information to resolve this case.Best*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***

Hi ***,I reached out to you through our standard support channel this evening to request the required information to process the refund.I will mail the check as soon as I hear back from you with the information we requested.Again, I apologize for the delay in processing this refund for you!

Hi, My name is *** *** and I am the Operations Manager for PrepScholarWe received a complaint on 7/11/stating we did not issue a refund in accordance with our terms of serviceAccording to the terms of service publicly available on our website
(http://www.prepscholar.com/act/s/terms), we state that our score improvement guarantee requires completion of our courseThe relevant section from our terms of service: “You finish our courseYou take and pass, as defined within the PrepScholar package, every lesson assigned to you by PrepScholarThis includes completing all practice tests assigned to youThis includes either achieving mastery on all lessons or taking a lesson sufficiently many times so it is no longer assigned to you.” Our ACT course is broken into lessons, only of which have ‘mastery’ status on the account in question I would like to have this complaint removed as the user account in question is not eligible for a refund due to not completing our course as defined in our terms of service Please let me know if you require any further information to resolve this case Best, *** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Thanks so much for writing back in to PrepScholar and providing this feedback.First, regarding the discrepancies in pricing you were seeing: throughout the summer, we were running a series of pricing promotions, which is why families were seeing varying prices for our preparation programs throughout
these past several months.Second, regarding the book distribution: we house our material online - including the practice tests for the SAT - so we can truly provide the most comprehensive, easily accessible program for all studentsFor this reason, every time a test is assigned to your daughter on her dashboard, the test material (the PDF for the test, the PDF for the answer explanations, and the scantron) will be accessible right within the program itselfStudents are welcome to print the tests, or to look on the computer and transcribe their answers on paper depending on what they are most comfortable withWe collect your address so that - if the time comes and your daughter completes our program - we can mail you a refund check if her score doesn't go up the promised points.As a courtesy for your troubles, we're happy to give you a $credit to your account so that you can purchase the practice booklet yourself if your daughter would prefer a paper copy of the materialsWe'll process this manually back to the credit card on file that you used to sign up for the program.If you have any other questions, please don't hesitate to reach out

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[The language in the guarantee is not clear.  If you do not achieve mastery in the 52 lessons, you could be working on them until the end of time.  The guarantee also mentions attempting them a sufficient number of times until they are no longer assigned.  In my opinion we achieved that.  The recommended amount of time for improvement was 40 hours and [redacted] exceeded that expectation.  I do not know how he could have put much more time into the program.  I still should get at least a partial refund.  This guarantee seems to be a marketing gimmick that no one can ever achieve. ]
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I am disagree with PrepScholar that there is still a dispute open with card company.Credit card dispute was closed 42 days ago on Sept 13 and it was notified to PrepScholar on Sept 13.I have confirmation from card company which shows dispute was closed on Sept 13, 2016.Dispute with the card company was created on Sept 5, after waiting 14 days since August 22, when PrepScholar said refund is due for processing as mentioned in PrepScholar’s previous response, but didn’t see any refund.PrepScholar asked to close the dispute to process refund on Sept 12 and next day on Sept 13 dispute was closed  with card company and same day it was informed to PrepScholar so that they can refund my money.  One week after closing dispute on Sept 20, I received following messages from PrepScholar, Which confirms that PrepScholar was aware that dispute has been closed with card company.First Message On Sept 20:“Thanks so much for writing in to PrepScholar, and for canceling that dispute. We put your refund in for processing yesterday, so if you didn't re-open the dispute, you'll see the funds returned to your card by Friday. If you have any other questions, please do let me know.” Another Message From  PrepScholar on Sept 20:“Thanks so much for your reply, and apologies for the delay in response. The head of our payments team has been out of the office, and I just reached out to him to get confirmation that your refund has been put in for processing.”  I called few times and sent messages (Sept 26, Sept 28, Oct 3, Oct 6) to PrepScholar. But didn’t get any response from PrepScholar. Fortunately on Oct 6 , I was able to spoke with PrepScholar representative over the phone and she said refund  would be processed in next few days and check back again on Wednesday (12th Oct) .I called PrepScholar on Thursday (Oct 13) and Friday (Oct14). Both days following message was coming over the phone: "I am sorry, the number you dialed cannot be reached from calling area."I had already spent a lot of time (more than 60 days since I cancelled subscription)  to get my money back and still waiting.Today after 42 days of dispute being closed with card company. I am still waiting for my money ($399) to be refunded.It is really painful to go through all this and waiting so long for your money.Regards,
[redacted]

Hi [redacted],Thank you for taking the time to give us your feedback.I know that you are disappointed with the results of the program, given the hard work and time your daughter has put in.Although you do not technically qualify for the guarantee, we're happy to make a personal exception in your case and grant you a full refund. The $399 charge will be refunded back on your card within 3 -5 business days.We wish your daughter the best of luck, as she continues to study for the ACT!All my best,[redacted]Operations Manager, PrepScholarwww.prepscholar.com