Sylvan Learning Center

Dear Mrs [redacted] ,I am sorry that you are not satisfied with the response that was made to your complaint As I have investigated the matter, I note that you have been a long time customer and that your daughter was very attached to the previous director who left in March when [redacted] came on board You made mention that your daughter did not want to attend any longer when she found out that our director was leaving in March [redacted] never met your daughter, so she was not given an opportunity to see if she would like her or not.Regarding your statement of staff "making up a new policy", I have been the owner of this center since and other centers in the St Louis area since 1993, and in all of these years, our attendance policy has never changed This policy states that we ask customers to contact us at least hours prior to a scheduled session in order to be "excused" , in which case we offer a mawhich must take place within days of the absence In all of 2017, we have record of your paying for the sessions in question only.As stated in the previous response, there was an "unexcused" absence which you dispute and we did agree to allow this "unexcused" absence to be used.I would like to suggest that maybe she use her sessions at one of our other centers to see if she could make a good connection with another teacher or staff.As for the request for a refund, our position will stand and we will make an exception where they will never expire as our policy states they do after days of the excused absence and that you can use them at any of our centers.Sincerely, [redacted] ***Center Owner

I purchased almost hours of tutoring for my son which amounted to almost $(dollars)My year old son who had requested tutoring now changed his mind and informed me that he no longer wanted to attendHe really hated attending and viewed it as a waste of his timeI was unable to change his mindHe failed to show up for several sessions, so rather than continue to waste money with him not attending I called the Director Ms [redacted] back in June and withdrew my son from the programShe informed me at that time that my son had used hours and that I would be penalized percent for cancellationI was not happy, but it was better than losing all my money since my son refused to attendI was told the refund would be issued in to weeksI made the request in JuneIt is now September and I still have not received my checkMy calls are avoided and all I am being told us that the owner of Sylvan has not issued my checkI am extremely frustrated because I suspect

Initial Business Response / [redacted] (1000, 10, 2016/01/20) */ On the owner's end, this has been settled through "Your Tuition Solutions", which is a company we use for loans/financingAny refunds go through this company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11509205, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I dropped the car off under the assumption that it was still under warrantyThe service technician who took my wife's call the preceding day knew this was our understanding, and MrCharles, I believe was his name, who did the in-take understood that we thought it was under warrantyTherefore, any concern over a diagnostic fee was dismissedThe dealership had the ethical responsibility to first inform the customer that the vehicle was no longer under warranty and request permission before proceeding with its diagnostic services.First, I would like to add that since filing my complaint with the Revdex.com, the local Chamber of Commerce office called Robichaux Ford to try to discuss a possible resolution related to my complaint, and I was informed by the Chamber office that Robichaux Ford hung up the phone on them before they could even begin to discuss the matter! Be warned, this is the level of immaturity and unprofessionalism Robichaux Ford has demonstrated in my case.Second, I take issue with the wording by the Revdex.com, "“Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied.” Robichaux Ford did nothing to address their fault in not verifying the warranty status of my vehicle before performing any service on it that would incur an expense to the customerYes, I signed a consent form regarding the diagnostic fee, and yes signs are posted, BUT the basis of my complaint is that this fee is not charged when warranty service is performedRobichaux Ford knew that I was under the impression that my vehicle with 34,miles was still under warrantyThey had an ethical responsibility to confirm the warranty status first Regards, Michael Jeffress

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] It's funny how all of a sudden the Sylvan Center in Kenosha forgets all of what has transpired For example, he says, "I have received no constructive input from the parent he has offered up no thoughts in relation to future tests, and he has never commented on the student's perception of the program, the process nor the test scoreI have, however, been barraged with condescending and threatening emails and phone calls"Constructive input has been given to him I have repeatedly told him we have no desire to ever use Sylvan again for future tests I have indicated to them that we will use their competitors, and while they are more inconvenient location wise, they do offer money back guarantees I have told him that my daughter was terribly upset with Sylvan, she felt like she was simply herded from table to table and at times they didn't even know why she was there He also alluded to some online resources, which I have repeatedly told him that we didn't pay for online resources because her score went up using online resources, just not appreciably.I'm not even going to lower myself to comment on his allegation of condescending and threatening emails and phone calls Point is, I've only ever asked for my money back, and they haven't even so much have offered some level of a partial refund All they've offered free tutoring sessions, which is what failed us in the first place So unless they are willing to give a full refund or an agreeable partial refund, my complaint will never be resolved I do appreciate all of your help in this matter It breaks my heart when a business is more interested in money than providing superior customer service Regards, [redacted]

Final Consumer Response / [redacted] (2000, 7, 2015/08/26) */ Sylvan credited my credit card account on 8/19/and 8/20/for the total amount (in two separate entries) I had requested as a reimbursementI am satisfied with the result Thank you

Robichaux Ford has a policy that a fee will be charged for the time spent by the mechanic and service staff to diagnose a vehicle's problem and to prepare an estimate of the cost to remedy that problemThis fee is quite standard in the auto repair industryThe policy is stated on a sign posted on the wall behind the service write up deskIt is also stated at the bottom of the write up sheet directly above the line for the customer's signature when the vehicle is first brought inI am including a picture of the sign on the wall as well as the write up sheet that was signed by MrJeffressThank You Raleigh Robichaux

Thank you for taking the time to work with all of us through this process.I completely understand that the client is not satisfied with the results of the program and we have offered up alternatives for a resolutionWe continue to stand by our offer to work towards set goals and welcome communication in regards to mutually settling this complaint.If there is some discussion about a partial refund we will present this idea to our district managers and discuss this as a solution

In response to this complaint, I would like to present the attached information which includes detailed correspondence between the center director, *** *** and this customer. I have also attached a letter to *** Bank, our merchant processor, which this customer contacted even
after we issued a check for $and he cashed it to request a charge back for $459. As you will see, we had agreed to the additional refund of $312, even though it was beyond our day policy for refund requests (see signed agreement by this customer). This check was due to go out to the customer when we received notice of the charge back.I feel that my staff delivered to the student the tutoring that was promised by our usual standards. It appears that this customer had the expectation for our staff to reach out to the student's teacher daily, which is not within our customer service pledge. As far as his claim that he asked to for a progress conference and was denied this after hours, I have consulted with our Director of Education, ***, who had contact with him, and she stated that our usual process is to meet at least every hours (as also stated in our enrollment policies), but he unfortunately took this to mean that he had to wait until after 12, which is never the case if a parent requests a meeting with our directors.I hope that this helps to clarify the occurrence of events in this matter. It is always our goal to strive to have 100% customer satisfaction; however this is not always possible. But as you can see, we did not stand firm on our VERY CLEAR policies in an attempt to appease this customer.If I may provide any additional information regarding this matter, please feel free to contact me or Dr*** *** (***@sylvantutors.net).Respectfully,*** ***Center Owner

I would like to share my experience with Sylvan learning Center in Kenosha WisconsinI have a 10-year-old son who could use a little extra help, he was diagnosed with a higher level language learning disorder, he was getting great help at school, but I thought maybe we could do a little extraWe decided to use Sylvan learning CenterI filled out my information online and staff quickly responded and help me schedule a consultationThe staff were friendly cooperative in the beginning I informed the staff that my son had a higher level language learning disorder and then I could bring them a copy of his original assessment through the Lilly Center My son was assessed after the assessment I was scheduled for another consultation to go over the results with John the owner, John had given me back copies of my sons assessment from the Lily center and we discussed if they thought they'd be able to meet my sons needsJohn ( the owner) had also been informed that a second reevaluation through the Lily center has been recommended and we were expected to have that done in the next couple monthsMy question to John was depending on the findings , if it was something other than a higher language level learning disorder did they think they could meet my sons needs, John's response was yesJohn & I went over my sons assessment done at sylvan and results were comparable to his othervtesting through schoolas we went over the test scores it was recommended my son would benefit from tutoring times a weekThere is a contract involved with the Sylvan learning Center and I question the John was what happens if after the second set of evaluations from Lewis Center it wasn't a good match for Alex? John's response was we will discuss that if it if it comes to that, we will figure out somethingSince we started the sessions in the summer it's relatively busy time for most families, Alex was going to sessions every Tuesday and ThursdayThere were times we had to cancel a couple sessions but for the most part he attended every Tuesday and ThursdayOur assessment through the Lily center was completed and my follow up with the findings wasn't until October 13, I had postponed some sessions prior to that until we determine what the findings were and what my sons needs wereAfter the assessment with the three professionals at the Lewis Center it was determined that going to extra tutoring through the Sylvan center might be too much for him as he was already doing so much at schoolI contacted the sylvan learning center and I had explained on a voicemail that I needed call back to discuss the resultsI didn't get a call back I had to call multiple times, finally I reached Eddie, I had to explain the situation and I was told that the owner would call me backI spoke to the owner John to let him know what the recommendations were and he told me that he would look over my sons file and get back to me then next day He never called meI called the Sylvan center the day before Thanksgiving on Wednesday spoke with Eddie he said he and John had discussed the case and then I would hear back from them, once again no call backI called the following week Wednesday spoke with Eddie he said it had been discussed with John & my refund would be $504, however the bookkeeper wasn't in until Thursday (that's Marion) and she would take care of my refund and I asked for a call when the task was completed, and Eddie said he would call me later Thursday to let me know that it had been taken care ofI asked for the refund to be put back on my card as Eddie said that would be the quickest way to get my refund it's weeks later and I still haven't received my refund In fact I was told by any earlier this week the week of December that Marian had shoulder surgery and wasn't able to process my refundI called on December and was told by Eddie that Marian had shoulder surgery and that John would be in later between and 7: and hoped I would get a call backBy 7:PM I still haven't heard from John so I decided to call again and once again I spoke with Eddie per Eddie there were four sessions that were in question, questioning whether or not I gave enough notice to cancel the sessionsEddie said they can only offer me $at this time until it was determined about the other four sessions at which time I informed Eddie that their stories constantly are changing I was on my 11th phone call to try and get my refund I also asked Eddie if I needed to get an attorney to help get back my money as promised, my concerns that their stories constantly changed and nobody was calling me backEddie said he would pass my information onto John ( again)My husband called this morning of December and was told by Marian that John was unavailable, however, shortly there after John got on the phone and told my husband that they would have the money refunded to me today, John said they had to get approval to refund the money,today it's December at PM and there's no refund to my accountI share my experience with you not to badmouth sylvan, but to make people mindful to be very wary about using services through the Sylvan learning Center

Sylvan learning center in McMinnville, Tennessee is a very unorganized and unprofessional place with no consistencyOur experience with Sylvan learning center in McMinnville, was a terrible experience for us and our childrenThe Director was very rude on the occasions we did see him, and only one certified teacher at facilityOur children were not helped at this facilityWe were promised resulted and seen noneWe asked for progress reports and were provided none, we were never told the people there teaching our children were not certified teachers When we asked for our money to be returned only half was returned to us

For years we have been part of the educational community of KenoshaWe take great pride in the relationships we have made with our past and present clients and I can assure you that our number one priority is to provide valuable instruction to all students; instruction that will help them be
successful and confident in their studies- no matter what the subject or area of study
It is somewhat difficult to comment on the change s in the ACT scores for this particular student as I have never seen any test other than the ones we administered at our centerWe test for placement and progress but also for validity - there can be marked increases and decreases in test scores - what matters is the adaptations made to address concerns and maintain successesWith the ACT there are numerous factors that can impact a student's scoreThe vast majority of those are completely out c~ our controlThe program is designed to teach skills and strategies to students so that they can better apply their knowledge to the test
I can assure you that after our second assessment with this student changes were made to the math portion of her program and that the focus of the other three areas was adjusted to allow more time for drill and practice in centerAt the same time it was brought to the parent's attention that the student had not completed any of the online reviews that had been assigned and made available weeks earlierThe parent assured me that the student would work on these reviews and that they would spend more time focused in on the questions that were missed on the initial ACT we gave at the centerTo this day that online account remains untouched - no work was ever doneIt was also advised that we could increase the student's session hours at no further cost to the family if they felt that she was not on trackThis offer was turned down and the parent agreed that the changes we made at the center after the second test would be acceptableThese items are documented in our email exchanges which I have kept
When it was brought to my attention that the student's test results were not as we had all hoped I immediately told the parent that we should get right back at it and prepare for the next ACTWe were and remain committed to improving the score and helping this and all students that an! actively working toward a better ACT scoreI offered to work on specific areas and I offered to work on the entire ACT package - all at no additional chargeMy goal is to have this and all students do the best they possibly can on the ACT and that all realistic and achievable goals are reachedThis may not happen after one, two or even three attempts - this is a tough test with a lot of variables woven inWe do not take our responsibility lightly and our success with the ACT is rooted in solid programs, qualified teachers and a stick with it approach that we share with all of our studentsV/hen a student's score does not increase after the program there is typically a valid reason and a reasonable explanationI asked the parent to come in to share the scores, to discuss what may have happened and to bring in the student so we could all rally around and prepare for the next testing dateThat offer was rejected - but it is still my offer
I have received no constructive input from the parent he has offered up no thoughts in relation to future tests, and he has never commented on the student's perception of the program, the process nor the test scoreI have, however, been barraged with condescending and threatening emails and phone callsFor weeks I offered to meet with the parent and work towards a solution but was rejected at every turnThe parent has contacted my district supervisor who strongly encouraged him to take us up on our offer to do more work at the center and help the student achieve success on the ACTOur district manager told the parent that no corporate owned Sylvan guarantees ACT results either because there are too many outside factors that we cannot control-I agree with that statementHowever, I will still work with the student and put all of my experience and knowledge into play to help raise the scoreThere are five more ACT tests this school year and we will leave our offer open -, the student can go through the prep process again, at no further cost to the family

I purchased almost hours of tutoring for my son which amounted to almost $(dollars)My year old son who had requested tutoring now changed his mind and informed me that he no longer wanted to attendHe really hated attending and viewed it as a waste of his timeI was unable to change his mindHe failed to show up for several sessions, so rather than continue to waste money with him not attending I called the Director Ms*** back in June and withdrew my son from the programShe informed me at that time that my son had used hours and that I would be penalized percent for cancellationI was not happy, but it was better than losing all my money since my son refused to attendI was told the refund would be issued in to weeksI made the request in JuneIt is now September and I still have not received my checkMy calls are avoided and all I am being told us that the owner of Sylvan has not issued my checkI am extremely frustrated because I suspect

Initial Business Response /* (1000, 5, 2015/08/18) */
Sylvan's Response:
This is in response to case id ***
We met *** and her daughter on July 8th when she came to our center to do a Skills AssessmentAfter the assessment, we met to discuss her scores and what a program at Sylvan
would look like (including hours needed to get to various levels, hourly rates, schedule options, tuition payment options, etc)***'s husband did not attend*** had her daughter that we assessed along with three other kids at the meeting
At the meeting we understood that budget was important to themWe discussed what it would take to get her daughter to her grade level in reading and in mathSpecifically in reading, we estimated to get her to the end of grade level it would take - hours, to the end of grade level it would take -hours and to the end of grade level it would take 169-hoursWe also discussed the math scores with her as wellHer daughter scored higher in math and she wanted reading helpAt the end of this meeting we understood that they did not want to spend as much as their cousin had and that hours of instruction fit best in their budgethours of instruction at $an hour totaled $2,and we charge $to register studentsSo their total program cost for the hours of instruction would have been $2,
*** indicated that she wanted to discuss it with her husbandWe did talk through the various tuition options of paying it upfront, monthly or financing it through a company we use called Your Tuition Solution
July 10th: *** reached out to us via email to let us know that her husband and she were looking into the financing optionShe asked if we could email her an insert to the YTS applicationOur director responded by attaching the YTS disclosure statement
July 21: Our center received an approval email from YTS stating that the family was approved for a $2,loan with a credit limit of $13,
July 22: Our automatic email system sent out an email from our center checking in with the family
July 23: *** emailed us letting us know that she did submit the application online and was waiting for confirmation
July 24th: We called *** and had to leave a message (our policy is to never accept a loan without a final conversation on exactly what amount and verbal or written correspondence documenting the amount)
July 31: We left another voicemail message to follow up
Aug 4: We received an email from *** and she stated that she received a voicemail from us and that she wanted to know what was going on with financingShe stated that she hadn't heard from the financing company or us on the status of it(We had left voicemails to discuss this with her)She stated in this email that the process was beyond vague and she wanted more communication
Aug 4: We tried to call *** again and had to leave a message at home and on a cellWe also sent an email acknowledging that we received the approval for the loanWe wanted to know what amount she wanted us to acceptWe reviewed the hours needed at each level in reading and wanted to also confirm if we were staying with the hour plan or if that was changing
Aug6: *** responded and let us know that is not what she understoodShe thought we could get her daughter to grade level in hoursShe asked or stated that now that we saw she qualified for more, than we are changing our estimates
Aug7: We sent an email to apologize for any confusion and misunderstandingWe were empathetic to her situation and stated we understood how frustrating it must be to have walked away from our meeting thinking that we could accomplish moving her daughter from a grade level equivalency of a to an in hours and then discover it would take much moreThat isn't our intent and we even have reports that help us estimate the sessions needed that support the hours we discussed in our meeting and sent in emails after thatWe emphasized our goals of finding the best program for their daughter, finding the schedule that works for them and finding a tuition plan that is comfortable for themWe apologized and thanked them for all of their emails and questions
Aug7: She responded to our email and stated that she will not be taking out a loan and not bringing her daughter to SylvanShe stated "Your loan company and Sylvan are nothing but scam artists trying to extort hard earned money from families just trying to get by in this economyYou should be ashamed of yourselves."
Aug7: Kari ***, Sylvan Executive Director and Owner, left voice messages at home and on the cell phone for ***In her messages she stated that she knew that *** had a disappointing experience with Sylvan in Fargo and that she wanted to make it rightShe asked if *** could call her or email her and gave her several ways to contact her
Aug18: Kari *** called and left messages again at ***'s home and cell numbersShe reiterated that she would like to speak to *** at her convenience and that she was willing to do what is needed to make it rightShe also offered to reimburse them the $they paid for their daughter's assessment
Aug18th: Kari *** emailed ***She asked for *** to reach her via phone or emailShe left several phone numbers for her to contact herShe wanted to make things right with ***She offered to refund her Assessment feeShe stated she would like the opportunity to hear from *** and understand her perspective
SUMMARY:
At Sylvan we have a very structured approach to working with families like ***'sWe start out with an Assessment followed by a conference to discuss the family's needs, desired outcomes and to discuss a plan to reach their goalsWe take this all very seriously and document goals and conversations as we proceed through the processWe use Renaissance Learning's STAR assessment (they are an external provider) and we use goal setting reports that estimate how many hours it will take us to get a student to various levelsWe train our directors that meet with families on how to present the results and talk through the program planWe are absolutely not a scam and all of our processes and reports are very professional and are backed by research and dataYou can visit our site that provides all of our research at www.sylvanresearchinstitute.comIt shares all of the relevant research to our programs and information on our Research Partners
I completely understand that we cover a lot of information in our meeting and that something we have said or shared can be misunderstood or possibly confusingWe would never have a report or data that would support that we could get a student from a grade level equivalency of a to an in hours
We have tried to communicate with *** via phone and email to clear up any misunderstandingOur goal is to have a conversation with her in order to understand her perspectiveWe have attempted to contact her multiple times and haven't heard back from her
We have all our email correspondence, notes and documentation of our call attempts in our filesWe are happy to share them with you if needed
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response, as I never wanted a refund of assessment fee or any reimbursementI want others to understand that Sylvan is deceitful and should be cautious if they are going to use their services in any wayPotential clients need to know to get the hours, amount, and ending "grade level" in writing before they give Sylvan any money, or get their hopes upThen, Sylvan can not change the amount of time and money needed to get the child to the previously discussed hours, amount, and end resultSylvan calling this a "misunderstanding on my part" is just the company trying to cover the fact that they were caught lying and trying to extort more money once they got our loan approval for almost $10,more than they originally told me we neededThere was no misunderstanding on my part, and for Sylvan to say that I must have misunderstood or been overwhelmed by the material presented is not only an insult to my intelligence, but a way for Sylvan to try to deny their deceitful actions
Final Business Response /* (4000, 9, 2015/08/28) */
I believe our best response and hope for resolution is to agree to disagreeIt was not our intent to deceive *** I realize that is how she feelsIt is upsetting to me that we have not been able to communicate with her in person or over the phoneIf *** would have responded to our attempts to contact her, I feel that we could come to a mutual understanding and respectIt is always our intention to meet and exceed our customer's expectations of us and our programsThe one aspect of the complaint that I agree with is that our future potential customers should receive the estimated number of hours it will take to get to various levels in writing, along with the tuition amountsThis is available in writing and we have reports showing all of this informationIn this case, it seems that it wasn't provided in writing and that is our mistakeHowever, it was provided later in an emailWhich I understand was too late and that in itself was likely what made *** feel that we were being deceitfulI do feel that we attempted to do what we could to make it right and to try and connect so we could verbally communicateWe did offer to refund her assessment fee, not because she requested it, but it was the only money we had receivedIf she wasn't happy with her experience, I didn't want her to have to pay for itWe are not scam artists and we do not extort moneyThe only fee that was paid by *** to Sylvan was $for her daughter's assessmentAnd our offer still stands to refund her
I would welcome and appreciate a call from *** to discuss her concerns and provide a refund if she would like thatShe can reach me at *** or ***She can also email me (the owner) at *** or ***

Initial Business Response /* (1000, 5, 2015/07/21) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXXXXXX
Contact Email: ***@sylvantutors.net
Please see the below response in this matter to Ms*** which I also copied corporate in on 7/14/This matter is resolved
Ms
***,
In response to your request for a refund, let me please remind you of the conversations that were had following your inquiry back in JanuaryAs per our policy, you are past the terms for requesting a refund, and even if we were to make an exception to this, all used hours would be billed at our regular rate of $per hour, thus resulting in a positive balanceAs we explained before (see all prior correspondence below) your tuition credits will not expire and can be used for any student in your household
Furthermore, our corporate office acts as a mediator only between franchise operators and their customersThey do not make or enforce center policies
We appreciate allowing us to work with *** and hope that he can benefit from our services in the future
Thanks,
*** ***
Executive Director/Owner
From: *** *** mailto:***@sylvantutors.net
Sent: Wednesday, January 21, XXXX X:XX PM
To: '***@sylvanlearning.com'
Subject: FW: ACTION NEEDED - Center *** ISSUE=XXXXXX ***
Please see below information regarding this complaint which should close the ticket with resolution
Hi ***,
*** *** popped in today and talked to me about how well *** is doing independently, asked questions about his PSAT results and asked if her hours would still be good later in the school yearI explained that her hours won't expire and he can use them for whatever he needs down the roadShe said she will probably have him come in once a week leading up to his AP History final and then possibly use the rest next year for test prep (ACT or SAT)She did not once mention a refund or her call to corporateI explained that his absences at the beginning of the semester are considered unexcused because she did not call or return my calls but the rest of his hours would be available for instructionI put in notes about our meeting under a Student Care Call so there is a record of our conversation
Let me know if you have any other questions about this
Thanks!
***
*** ***
Education Programming Manager
*** *** *** Boulevard
Wentzville, Missouri XXXXX
P: ***
***@sylvantutors.net
*** ***
Executive Director/Owner
From: *** *** mailto:***@sylvantutors.net
Sent: Friday, January 16, 12:PM
To: '***@sylvanlearning.com'
Subject: RE: ACTION NEEDED - Center *** ISSUE=XXXXXX ***
Thank you for responding to my emailI have not yet discussed my decision with her because I want *** to be part of the processI was inquiring only because I had a 15% off coupon after I paid in full and asked to be reimbursed that amount but was told no and was given extra hours insteadI wanted to make sure that if I pulled him from the program that I would not have a problem getting a refund for unused hoursI plan on going Wednesday next week to talk with *** and see what our options areI did receive one call from sylvan but was at work that day
I did put *** on a break in December, he actually missed the whole month except four days due to illnesses and finals had to be made upI did not want to always be calling in for his absences and he was fighting me on going
They have been exceptional people and have worked with us a lot, I just wanted to know about refund possibilities because I could not find any answers on the websitesI will get with *** and *** and discuss our options
Thank you, *** ***
Sent from my iPhone
On Jan 16, 2015, at 8:AM, *** *** wrote:
***,
I received notification from our corporate office that you had attempted to request a refund from our Wentzville centerI have contacted *** ***, our Center Education Director, to discuss the communication that has taken place between you and either she or Dr*** ***As I understand, you had decided to take your son off the schedule over the holiday break and he was to return after that*** is the staff member that spoke to you about this and she has placed several calls to you following the first scheduled appointment that he was due back
There is no record of any communication where you requested to discontinue ***'s program
*** has been on vacation this week, so I have not been able to talk to her about any communication that she has had with you, but I will speak to her on Monday, upon her return
Please know that I and my teams take customer service very seriously and want you to be a happy customer
I would like to arrange a meeting with our staff next week to discuss your concern furtherPlease let us know what day/time would work for you
Thanks and have a great day!
*** ***
Executive Director/Owner
From: Sylvan Support - Operations mailto:***@sylvanlearning.com
Sent: Wednesday, January 14, XXXX X:XX AM
To: ***@sylvantutors.net
Subject: ACTION NEEDED - Center *** ISSUE=XXXXXX ***
Importance: High
When replying, type your text above this line
________________________________________
Customer satisfaction is Sylvan's core mission as a customer-driven organizationEvery encounter with every family creates a lasting impression (positive or negative) of the Sylvan BrandWhen a customer shares a concern with us, we feel it is important to share it in turn with those closest to the customer so that they can have the opportunity to resolve it
Recently, an open customer concern regarding your center was escalated to Sylvan Headquarters, and we would like to give you the opportunity to satisfy this customerPlease contact this customer and work to reach a resolution with the parent within business days of receiving this e-mailYour Franchise Business Consultant has been copied on the concern as well, should you wish to work with him/her to determine the most appropriate resolution
Once the matter is resolved, please reply to this email describing the resolution or email the resolution referencing the ticket number to the ***@sylvanlearning.com
Ticket #: XXXXXX
Concern Details:
Comments/Questions: I paid several thousands of dollars for my son and we have been going to sylvan for about four monthsI have not seen much progress and My son does not think he is learning anythingI was told we could get a refund but when I asked the director at our sylvan she said it was not possibleI would like and answer because I would like a refund for unused hours I have paid forThank you
Status: Pending
Category: Refund
Customer Contact:
Name: *** ***
Phone: XXXXXXXXXX
Email: ***@charter.net
Thank you!
SLC Information Desk
***@sylvanlearning.com
https://SLCLink.com
(XXX) XXX-XXXX
From: Sylvan Support - Operations mailto:***@sylvanlearning.com
Sent: Thursday, July 16, XXXX X:XX PM
To: ***@sylvantutors.net
Subject: ACTION NEEDED FOR CENTER *** ISSUE=XXXXXX ***
When replying, type your text above this line
____

I am fairly certain this customer received a refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely, *** *** minsafter
sending this email the company send me another email stating they are going to credited me back the remaining dollars

Complaint: ***
I am rejecting this response because:See emails attached;1.- 3-30-17 *** *** wrote She wasn't charging for two classesI still had them in my accountThe third class was never scheduled2.- 5-8-*** *** agreed to give a refundI never confirmed that my daughter was interested in taking ACT classes.3.- 5-8-*** *** informed of new police and that I didn't have any sessions available but was willing to refund them If I continue paying for ACT classes.So as you can see up to May 8th my daughter had sessions that either she could use or I could get a refundI requested the refundOn May 9th *** cancelled the sessionsOn May 10th the sessions were cancelled but if I was willing to continue paying they could be refundedEither by ignorance, bad training, or just bad intentions towards the costumerYou have to comply with your written wordNot make up new policies that nobody knew (I had been with Sylvan for years, more than any of these employees talking to me)On March 30th you say that you didn't charge meAnd on March 31st you void the sessions because you invented a new policy where sessions expires days after you buy them?. I was told of that policy only when I decided to ask for a refund; not on March 30th when you wrote to me and one day before you were cancelling them and didn't give me the choice to get a refundWhen I clearly had stated that my daughter didn't want to go anymoreIs this bad intentions and a scam?It is unbelievable that you lost a $4,a year accountAnd because the new m***gement is greedy, rude and uncooperativeI want $refunded and I want Revdex.com to publish my letter and your emails so everybody can read in internet your true colors
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11509205, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I dropped the car off under...

the assumption that it was still under warranty. The service technician who took my wife's call the preceding day knew this was our understanding, and Mr. Charles, I believe was his name, who did the in-take understood that we thought it was under warranty. Therefore, any concern over a diagnostic fee was dismissed. The dealership had the ethical responsibility to first inform the customer that the vehicle was no longer under warranty and request permission before proceeding with its diagnostic services.First, I would like to add that since filing my complaint with the Revdex.com, the local Chamber of Commerce office called Robichaux Ford to try to discuss a possible resolution related to my complaint, and I was informed by the Chamber office that Robichaux Ford hung up the phone on them before they could even begin to discuss the matter! Be warned, this is the level of immaturity and unprofessionalism Robichaux Ford has demonstrated in my case.Second, I take issue with the wording by the Revdex.com, "“Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied.” Robichaux Ford did nothing to address their fault in not verifying the warranty status of my vehicle before performing any service on it that would incur an expense to the customer. Yes, I signed a consent form regarding the diagnostic fee, and yes signs are posted, BUT the basis of my complaint is that this fee is not charged when warranty service is performed. Robichaux Ford knew that I was under the impression that my 2013 vehicle with 34,000 miles was still under warranty. They had an ethical responsibility to confirm the warranty status first.
Regards,
Michael Jeffress

Final Consumer Response /* (2000, 7, 2015/08/26) */
Sylvan credited my credit card account on 8/19/15 and 8/20/15 for the total amount (in two separate entries) I had requested as a reimbursement. I am satisfied with the result.
Thank you.